BSBCUS201A

XXX HS

COMPETENCY ASSESSMENT

Student Name:

Assessor Name:

Training Package: BSB07

Qualification: BSB20107 Certificate II in Business

UNIT/S OF COMPETENCY BEING ASSESSED

CODE UNIT

BSBCUS201A Deliver a service to customers

Employability Skills

Self-management

Initiative and enterprise

Learning Communication

Cross-cultural understanding Teamwork Planning and

organising Problem

solving Technology

Task Name Deliver a service to customers #1Date handed out Assessment Date/Due

TASK DESCRIPTION AND INSTRUCTIONS TO STUDENT

TASK 1 – see Appendix A for details

Prepare a one page outline of an organisation (where you completed work placement or one that you have researched) that you can use when a client asks for information on your chosen organisation.

Task 2 – see Appendix B for details

Read the scenario contained in and complete a list of effective customer service requirements for Mascot Magnets.

Task 3 – see Appendix C for details

Oral report and written guidelines for new customer service employees on how to present themselves to your customers.

Time Class time over 3 weeks

Instructions to Students Complete all three tasks and submit by the due date

Tools & Equipment Telephone, office equipment, resources as supplied by teacher

OH&S requirements Follow OH&S principles in all activities

Context of and specific resources for assessment

(from Part B of

Assessment must ensure access to:

a real or simulated work environment access to office equipment and resources examples of customer complaints and policies relating to

xxx HS BSBCUS201A Deliver a service to customers #1 V1 2011 1/10

syllabus)customer service

UNITS, ELEMENTS AND PERFORMANCE CRITERIA BEING ASSESSED

UNIT BSBCUS201A Deliver a service to customers

ELEMENTS PERFORMANCE CRITERIA

1. Establish contact with customers

1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational requirements.

1.2 Maintain personal dress and presentation in line with organisational requirements.

1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences.

1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

2 Identify customer needs 2.1 Use appropriate questioning and active listening to determine customer needs.

2.2 Assess customer needs for urgency to identify priorities for service delivery.

2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required

3 Deliver service to customers

3.1 Provide prompt customer service to meet identified needs according to organisational requirements.

3.2 Provide information regarding problems and delays, and follow up within appropriate timeframes as necessary.

3.3 Communicate with customers in a clear, concise and courteous manner.

3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible.

4 Process customer feedback

4.1 Promptly recognise customer feedback and handle sensitively according to organisational requirements.

4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures.

4.3 Identify any unmet customer needs and discuss suitability of other products/ services.

4.4 Support customers to make contact with other services according to organisational policies and procedures.

This unit should be assessed in conjunction with other units of competency in the qualification being undertaken. This unit underpins and has linkages to other competencies and combined training and assessment with those units may be appropriate.

STUDENT CHECKLIST:Please tick

YES NO

I understand the purpose of this Assessment Task

I have been provided with information on RPL

I have been provided with information on the Appeals system

I have notified the assessor of any special needs to be considered during this Assessment Task

I understand what evidence is to be collected

Student Comment:


Student signature: ____________________________ Date: ___________


REQUIREMENTS OF THE UNIT OF COMPETENCY

Assessor Name BSBCUS201A Deliver a service to customers

The candidate was able to demonstrate specific knowledge during portfolio

Activity/Task: Tasks 1-3

Could the candidate: Yes No Comments

Demonstrate all stages of customer service interactions

Respond to customer feedback

Demonstrate a range of interpersonal skills

Show knowledge of relevant legislation

Communicate clearly , concisely and coherently

Use culturally appropriate communication skills to relate to people from diverse backgrounds and abilities

Communicate with customers about product knowledge using literacy skills

Interpret customer requirements using numeracy skills to meet customer needs

Use problem solving skills to deal with customer enquiries and complaints


ASSESSOR FEEDBACK FORM

SYDNEY REGION90307

Student Name:

Assessment Date/Due Assessor’s Name:

Training Package: BSB07

Qualification: BSB20107 Certificate II in Business


The candidate was assessed as Satisfactory Unsatisfactory

FEEDBACK FOR FUTURE ACTION

Overall performance:

Gaps in Performance:

Strategies for further improvements

Assessor Signature_______________________ Date_________________

Student Comment (after completing the assessment and reading the assessor’s feedback)

Student Signature_______________________ Date__________________


Appendix A

Task 1: Research report

Liaise with your teacher to select an appropriate organisation to research. You could use your work placement host, part-time work employer or another organisation you research.

Prepare an information sheet which includes the following: Nature of the business Type of industry Type of business activity Ownership Size Structure of the organisation (include a flow chart if possible) Description of the work conducted in different sections or areas

of the organisation Personnel list and every employee’s responsibility

Submit your information sheet labelled with you name, the date and ‘BSBCU201A Deliver a service to customers Task 1’.


Appendix B

Task 2: Case Study and Scenario response

Read the case study, Policies and Procedures and the following scenario.

Submit your answers labelled with you name, the date and ‘BSBCU201A Deliver a service to customers Task 2’.

CASE STUDY

You are the office assistant for Mascot Magnets, a company specialising in the design and supply of industrial magnets. The company is owned by Mark Kapa, the managing director. The company employs Basil Jones (the manager), Bernadine Tressider (a designer), Olivia Matchett (the sales and marketing manager), Jane Bitcon (the accountant) Jim Anderson (the office administrator), an office assistant (you) and 10 store persons.

As well as supplying magnets, the company also offers a free design service and a comprehensive instruction workshop on how to achieve the best results with their products. It has a show room, offices and a despatch depot. Promotional and informative material includes a company brochure, product catalogue and a price list.

Mascot MagnetsPolicies and Procedures

Answering the telephoneGood morning/afternoon, mascot magnets.This is (YOUR NAME) speaking How can I help you?

Greeting visiting clientsGreet all visiting clients politely and promptly. Do not leave a client waiting.If a client has to wait, ask them to sit down and offer them tea or coffee.

Handling difficult clientsIf a client is difficult or complaining, be polite. Ask the client what they want.Ask the client to wait in the waiting area. Contact Mark Kapa (ext. 64) or Basil Jones (ext.15)

Contacting staff membersTo contact staff members, use the staff extension list.Redirect enquiries immediately to the relevant staff member.Take a message if the staff member is unavailable.

Confidential informationHome telephone numbers are NOT to be given to clients.

Promotional materialEnd the Mascot Magnets information package of promotional material to everyone who calls asking for general information.

CourierMorgan SwiftdeliveryTel: 9865 7770 Fax: 9865 6666


Scenario

As the office assistant, you deal with both internal and external clients. Your job is to answer client queries, redirect queries to the right people if you can’t answer them and supply promotional and informational material to clients.

The following are situations occur during the week at Mascot Magnets.

Write a list of what you would do in each situation to provide prompt and courteous service to your customers, help improve the service and fulfil the customer service requirements of Mascot Magnets.

1. A potential client ( Eloise Hope) telephones and asks for information about the types of magnets your company supplies

2. A potential client ( Alex Bingle) asks for information about a specific industrial magnet. He also asks for advice on how long it would take to deliver the magnet if he orders one

3. Your supervisor Jim, asks you to get this month’s sales figures

4. A client telephones to query an account. Jane is on the telephone when you try to redirect the client to her

5. A client (Belinda Harris) who is designing a new factory, visits the office. She is annoyed that the magnets she was advised to use are not suitable. She explains the situation and demands to see someone immediately.

6. A client (Nelson Yates) arrives for an appointment with Basil Jones. Basil had to leave unexpectedly five minutes earlier

7. At 11am a customer visits to ask someone about industrial magnets. Ms Tressider is talking to another client and will not be available until 11.30am

8. You receive the day’s mail. There are three letters asking for information on the products and services offered by Mascot Magnets. One is from Mr Birchall inquiring about flexible magnets and asking if he can see some designs; one is from Mr. Mason asking about a price list’; one is from the local club asking for a brochure about the use of magnets in the security areas of their premises

9. Your supervisor asks you to contact the Chinese supplier to see why the business has not received a delivery as promised. Jim wants to know as soon as you find out

10. A client Bruce Barclay needs a copy of his supply contract of ferrite magnets as soon as possible


Appendix C Task 3 Oral report and written guidelines for new customer service employees

Prepare and present a 2-3 minute talk covering the points listed belowPrepare a set of guidelines regarding the points covered, using information from both your own oral report and that of other students. Include your name, the date and ‘BSBCU201A Deliver a service to customers Task 3’.

Part 1 ~ Oral reportYou have been asked to give a 2-3 minute talk to four new customer service employees on how to present themselves to your organisation’s customers. You need to emphasise the importance of making a positive impression so as to develop an ongoing relationship with all the customers with which the organisation deals.

Use your textbook and access the internet to assist your research. The following may be of assistance.http://www.smallbiz.nsw.gov.au/smallbusiness/Managing+a+Business/Client+Service/http://customerservicezone.com/http://money.howstuffworks.com/customer-service.htm http://managementhelp.org/customer/service.htm

Make sure your presentation covers the following points: How to acknowledge and greet customers Dress standards The importance of establishing good customer relations/rapport Interpersonal skills for effective communication and rapport, especially

when dealing with customers with different cultural backgrounds, abililities, family differences, individual differences

Requirements of prompt customer service to meet needs The importance of providing accurate and relevant information on the

products and/or services of the organisation Communicating in a clear, concise and courteous manner Communicating with customers regarding problems and delays How to provide a feedback report for complaints The legislation relevant to the workplace/organisation

Part 2 ~ Written guidelines

Prepare a 2 x A4 page guidelines document which addresses as many of these points as possible. Present in the form of a reference booklet. Use both your own information and points you have heard from other presentations.

Include your name, the date and ‘BSBCU201A Deliver a service to customers Task 3’.


http://managementhelp.org/customer/service.htm

http://money.howstuffworks.com/customer-service.htm

http://customerservicezone.com/

http://www.smallbiz.nsw.gov.au/smallbusiness/Managing+a+Business/Client+Service/

STUDENT FEEDBACK SHEET: Business ServicesOral report


Student Name:

Date:

Checklist of elements required

No

t E

vid

ent

Wo

rkin

g

To

war

ds

Sat

isfa

cto

ry

De

velo

ped

Hig

hly

D

eve

lop

ed

Marks 0 1 2 3 4

Outlines how to acknowledge and greet customers

Describes dress standards

Identifies the interpersonal skills needed for effective communication mentioning the needs for customers with different cultural backgrounds and abilities

Evaluates the importance of providing accurate and relevant information for products and services of an organisation

Provides an example of a feedback report for complaints

Refers to the relevant legislation for customer service

Prepared

Clear voice projection and tone

Use visual aids and engage audience

Timing

COMMENTS 60


Documents

BSBCUS201A