DELLA ssessment Resource | BSBCUS402 NTERNATIONAL COLLEGE PTY ASSESSMENT 1 - STUDENT INFORMATION This information is to be handed to each student to outline the assessment requirements Customer service is imperative for the success of any service related business. For this task, you are to evaluate the customer service of your company. In doing so, you must develop a checklist to ensure a consistent evaluation across departments and sections. You may want to consider: First impressions Positive customer service factors Negative customer service factors Products offered vs. customer needs . . Environment Professionalism of staff and presentation . . Response times Service guarantees Pricing guarantees Product quality Document presentation standards Your research may include: Talking to customers Qualitative or quantitative research Seeking feedback from service delivery colleagues Analysis of competitive environment Analysis of industry and market trends You are to then develop a written report that outlines your findings, and makes suggestions for improvement. These suggestions should discuss the rationale behind your opinions, along with details on how each suggestion could be implemented. It is important to note that your assessor will be looking to ensure you were thorough in your review. Don't even think of saying the service is perfect - everything can be improved! You must also submit your completed checklists with your report Evidence Requirements You are to submit your written report by the due date. This project is due for submission on: Version Date: Febuarary 2016 BSB40515 Cert IV Business Admininstartion Page 7 of 31sessiment Resource | BSBCUS 402 ERNATIONAL COLLEGE PTY LTD ASSESSMENT 1 - ASSESSOR INSTRUCTIONS These instructions must be followed when assessing the student in this unit . The checklist on the following page is to be completed for each student . Please refer to separate mapping document for specific details relating to alignment of this task to the unit requirements . Each Student has been given the following brief :\\ Customer service is imperative for the success of any service related business . For this task , you are to evaluate the customer service of your company . In doing so , you must develop a checklist to ensure a consistent evaluation across departments and sections . You may want to consider :` First impressions Positive customer service factors Negative customer service factors Products offered VS. customer needs Environment Professionalism of staff and presentation Response times Service guarantees Pricing guarantees Product quality Document presentation Standards Your research may include :" Talking to customers Qualitative or quantitative research Seeking feedback from service delivery colleagues Analysis of competitive environment* Analysis of industry and market trends You are to then develop a written report that outlines your findings , and makes suggestions for improvement . These suggestions should discuss the rationale behind your opinions , along with details on how each suggestion could be implemented . It is important to note that your assessor will be looking to ensure you were thorough in your review . Don't even think of saying the service is perfect - everything can be improved !` You must also submit your completed checklists with your report" Assessor Notes Where the student is undertaking this task in a classroom environment , they may focus the assessment on the RTO as a business , or any other business of their choice . Students may want to consider a business that is appropriate to their vocational direction , or that of a family member / friend ." Please refer to pages 3 - 4 for additional instructions on how to conduct this assessment This assessment may be undertaken in the following formats :\\ Classroom / Simulated environment . These assessments must Simulation is a form of evidence gathering that involves the candidate in completing or dealing with a task O activity or problem in an off- the-job situation that replicates the workplace context . Documented definitions such as in the TAA Glossary ) state " Simulations vary from recreating realistic workplace situations such as in the use of flight simulators , through the creation of role plays based on workplace scenarios to the reconstruction of a business situation on a spreadsheet . In developing simulations , the emphasis is not so much on reproducing the external circumstance but on creating situations in which candidates are able to demonstrate :" technical skills underpinning knowledge generic skills such as decision making and problem solving workplace practices such as effective communication "\\ Version Date : Febuarary 2016 BSB 40515 Cert IV Business Admininstartion* Page 8 of 31/isessment D- sessment Resource | BSBCUS402 DELLA INTERNATIONAL COLLEGE PTY O In conducting training and assessment in a simulated workplace environment, trainers and assessors must make sure that the simulated environment gives the learner the opportunity to meet the following critical criteria: Quality - The work is of the standard required for entry into the industry. Productivity - The work is performed within a timeframe appropriate for entry to the industry Safety - The work is performed in a manner that meets industry safety standards. O Each assessment has taken the following aspects into consideration, to ensure any simulations provide for integrated assessment of competence. This includes: performing the task (task skills) managing a number of tasks (task management skills) dealing with workplace irregularities such as unexpected problems, breakdowns and changes in routine (contingency management skills) fulfilling the responsibilities and expectations of the job and workplace, including working with others (job/role environment skills) transferring competencies to new contexts. Assessment activities must be realistic and reasonable in terms of scale. Assessment conducted under simulated conditions should reflect those typically found in the workplace. Where appropriate to the UOC, simulated environment should allow the learner to: deal with typical customers, including difficult customers and diverse types of customers use facilities, equipment and materials that meet current industry standards plan and prioritise multiple tasks to meet deadlines experience the typical workflow for the industry require adherence to service standards, workplace procedures, health and safety requirements work with others as part of a team consider constraints and pressures met in the workplace, e.g. budget, time, availability of resources If a simulated workplace is used, it must allow for distractions such as background noises, ringing O telephones, interruptions, etc. As this is a Business unit, a simulated environment may also include an office environment with office equipment and computers. Each student must dress appropriately and professionally in line with workplace standards. O For each assessment, you are not to interfere. In the event that the assessment is activities will impact on the safety of a student or bystander, the assessment must be stopped immediately Version Date: Febuarary 2016 BSB40515 Cert IV Business Admininstartion Page 9 of 31ReRCIICADO essment Resource | BSBCUS402 ELLA INTERNATIONAL COLLEGE PTY LTD ASSESSMENT 2 - STUDENT INFORMATION This information is to be handed to each student to outline the assessment requirements For this assessment, you will be observed by your assessor providing quality customer service within your workplace or scenario provided by your assessor. Your assessor will be looking to ensure you Determine and clarify your customer preferences Offer accurate information as appropriate Anticipate the customer preferences appropriately Offer possible extra's and add-ons . . Proactively promote the products and services Identify any problems in products . . Deal with any complaints and any difficult customer service situations This assessment requires you to have the following knowledge relating to an organisation of your choice: company service products processes policies You are to discuss your vocational selection with your supervisor before commencing this assessment This observation will occur on: Version Date: Febuarary 2016 BSB40515 Cert IV Business Admininstartion Page 12 of 31