Assessor Resource

BSBCMN410A
Coordinate implementation of customer service strategies

Assessment tool

Version 1.0
Issue Date: March 2024


Not applicable.

This unit covers the skills and knowledge required to advise on, and carry out customer service strategies, and evaluate customer strategies on the basis of feedback and design strategies for improvement.

This unit is related to BSBCMN310A Deliver and monitor a service to customers.

This unit covers the skills and knowledge required to advise on, and carry out customer service strategies, and evaluate customer strategies on the basis of feedback and design strategies for improvement.

This unit is related to BSBCMN310A Deliver and monitor a service to customers.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.


Employability Skills

Not applicable.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.

Critical Aspects of Evidence

Identifying needs and priorities of the organisation in delivering services to customers

Distinguishing between different levels of customer satisfaction

Providing constructive advice on customer service practices

Responding to and reporting on customer feedback

Designing strategies to improve delivery of products and services

Underpinning Knowledge*

* At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts.

The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

Understanding the principles of customer services

Understanding the organisation's business structure, products and services

Understanding the organisation's policy and procedures for customer service including handling customer complaints

Knowledge of product and service standards and best practice models

Knowledge of common problems relating to customer service

Understanding consultation methods, techniques and protocols

Knowledge of techniques for dealing with customers with special needs

Underpinning Skills

Planning skills to develop implementation schedules

Evaluation skills to assess effectiveness of customer service strategies

Literacy skills to interpret a variety of texts; prepare information and papers; write formal and informal letters according to target audience

Interpersonal skills to relate effectively to people from a range of social, cultural and ethnic backgrounds

Technology skills including the ability to select and use technology appropriate to a task

Problem solving skills to diagnose organisational problems relating to customer services

Report writing skills to provide recommendations for the enhancement of products or services

Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Context/s of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting, analysing and organising information - (Level 2) to monitor and report on customer services

Communicating ideas and information - (Level 2) on products and services

Planning and organising activities -(Level 2) to enhance products and services

Working with teams and others - (Level 2) in completing scheduled tasks

Using mathematical ideas and techniques -(Level 2) to determine service or product costs

Solving problems - (Level 2) to respond to customer enquiries or complaints

Using technology - (Level 2) to complete allocated tasks

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.

Critical Aspects of Evidence

Identifying needs and priorities of the organisation in delivering services to customers

Distinguishing between different levels of customer satisfaction

Providing constructive advice on customer service practices

Responding to and reporting on customer feedback

Designing strategies to improve delivery of products and services

Underpinning Knowledge*

* At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts.

The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

Understanding the principles of customer services

Understanding the organisation's business structure, products and services

Understanding the organisation's policy and procedures for customer service including handling customer complaints

Knowledge of product and service standards and best practice models

Knowledge of common problems relating to customer service

Understanding consultation methods, techniques and protocols

Knowledge of techniques for dealing with customers with special needs

Underpinning Skills

Planning skills to develop implementation schedules

Evaluation skills to assess effectiveness of customer service strategies

Literacy skills to interpret a variety of texts; prepare information and papers; write formal and informal letters according to target audience

Interpersonal skills to relate effectively to people from a range of social, cultural and ethnic backgrounds

Technology skills including the ability to select and use technology appropriate to a task

Problem solving skills to diagnose organisational problems relating to customer services

Report writing skills to provide recommendations for the enhancement of products or services

Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Context/s of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting, analysing and organising information - (Level 2) to monitor and report on customer services

Communicating ideas and information - (Level 2) on products and services

Planning and organising activities -(Level 2) to enhance products and services

Working with teams and others - (Level 2) in completing scheduled tasks

Using mathematical ideas and techniques -(Level 2) to determine service or product costs

Solving problems - (Level 2) to respond to customer enquiries or complaints

Using technology - (Level 2) to complete allocated tasks


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Not applicable.

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Customer needs may relate to:

advice or general information

specific information

further information

making an appointment

complaints

purchasing organisation's products and services

returning organisation's products and services

accuracy of information

fairness/politeness

prices/value

Communication techniques may include:

consultation methods, techniques and protocols

analysing customer satisfaction surveys

conducting interviews

questioning

summarising and paraphrasing

seeking feedback to confirm understanding

making recommendations

obtaining management decisions

analysing quality assurance data

Customers can be:

internal or external

other agencies

individual members of the organisation

corporate customers

individual members of the public

Organisational requirements may include:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

Occupational Health and Safety policies, procedures and programs

confidentiality and security requirements

anti-discrimination and related policy

access and equity principles and practice

ethical standards

quality and continuous improvement processes and standards

defined resource parameters

who is responsible for products or services

pricing and discount policies

replacement and refund policy and procedures

payment and delivery options

Business technology may include:

photocopier

computer

printer

binder

shredder

answering machine

fax machine

telephone

Designated individuals and groups may include:

supervisor

customers

colleagues

external organisation

committee

line management

Procedures to resolve customer difficulties may include:

using conflict management techniques

refund of monies

item replacement

referrals to supervisor

review of products or services

external agencies (eg Ombudsman)

Customer complaints may include:

damaged goods or goods not delivered

administrative errors such as incorrect invoices or prices

warehouse or store room errors such as incorrect product delivered

service errors

delivery errors

products not delivered on time

customer satisfaction with service quality

Coaching and mentoring assistance may include:

providing feedback to another team member

fair and ethical practice

non-discriminatory processes and activities

respecting the contribution of all participants and giving credit for achievements

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

Customer service strategies may include:

delivery times

price offers

product/service availability

product/refund guarantees

merchandise characteristics

courtesy/politeness

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Customer needs may relate to:

advice or general information

specific information

further information

making an appointment

complaints

purchasing organisation's products and services

returning organisation's products and services

accuracy of information

fairness/politeness

prices/value

Communication techniques may include:

consultation methods, techniques and protocols

analysing customer satisfaction surveys

conducting interviews

questioning

summarising and paraphrasing

seeking feedback to confirm understanding

making recommendations

obtaining management decisions

analysing quality assurance data

Customers can be:

internal or external

other agencies

individual members of the organisation

corporate customers

individual members of the public

Organisational requirements may include:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

Occupational Health and Safety policies, procedures and programs

confidentiality and security requirements

anti-discrimination and related policy

access and equity principles and practice

ethical standards

quality and continuous improvement processes and standards

defined resource parameters

who is responsible for products or services

pricing and discount policies

replacement and refund policy and procedures

payment and delivery options

Business technology may include:

photocopier

computer

printer

binder

shredder

answering machine

fax machine

telephone

Designated individuals and groups may include:

supervisor

customers

colleagues

external organisation

committee

line management

Procedures to resolve customer difficulties may include:

using conflict management techniques

refund of monies

item replacement

referrals to supervisor

review of products or services

external agencies (eg Ombudsman)

Customer complaints may include:

damaged goods or goods not delivered

administrative errors such as incorrect invoices or prices

warehouse or store room errors such as incorrect product delivered

service errors

delivery errors

products not delivered on time

customer satisfaction with service quality

Coaching and mentoring assistance may include:

providing feedback to another team member

fair and ethical practice

non-discriminatory processes and activities

respecting the contribution of all participants and giving credit for achievements

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

Customer service strategies may include:

delivery times

price offers

product/service availability

product/refund guarantees

merchandise characteristics

courtesy/politeness

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer service needs are clarified and accurately assessed using appropriate communication techniques 
Problems matching service delivery to customers are diagnosed and options for improved service are developed within organisational requirements 
Advice is relevant, constructive and promotes the improvement of customer service delivery 
Business technology is used to structure and present information on customer service needs 
Customer service strategies and opportunities are promoted to designated individuals and groups 
Available budget resources are identified and allocated to fulfil customer service objectives 
Procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements 
Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards 
Decisions to implement strategies are taken in consultation with designated individuals and groups 
Client satisfaction with service delivery is reviewed using verifiable data in accordance with organisational requirements 
Changes necessary to maintain service standards are identified and reported to designated groups and individuals 
Conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies 
Systems, records and reporting procedures are maintained to compare changes in customer satisfaction 

Forms

Assessment Cover Sheet

BSBCMN410A - Coordinate implementation of customer service strategies
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

BSBCMN410A - Coordinate implementation of customer service strategies

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: