• BSBCUS301A - Deliver and monitor a service to customers

Assessor Resource

BSBCUS301A
Deliver and monitor a service to customers

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts. They may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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

Employability Skills

This unit contains employability skills.




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 provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

identifying needs and priorities of customers

distinguishing between different levels of customer satisfaction

treating customers with courtesy and respect

responding to and reporting on, customer feedback

knowledge of organisational policy and procedures for customer service.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of customer complaints

examples of documents relating to customer service standards and policies.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of reports on customer service delivery

analysis of responses to case studies and scenarios

demonstration of techniques

oral or written questioning to assess knowledge of customer service strategies.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

sales units

other customer service units.


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.

Required skills

literacy skills to read and understand a variety of texts; to prepare general information and papers according to target audience; and to edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

technology skills to select and use technology appropriate to a task

communication skills to monitor and advise on customer service strategies

problem-solving skills to deal with customer enquiries or complaints

analytical skills to identify trends and positions of products and services.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

financial legislation

occupational health and safety (OHS)

organisational policy and procedures for customer service including handling customer complaints

service standards and best practice models

public relations and product promotion

techniques for dealing with customers, including customers with specific needs.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Appropriate interpersonal skills may include:

listening actively to what the customer is communicating

providing an opportunity for the customer to confirm their request

questioning to clarify and confirm customer needs

seeking feedback from the customer to confirm understanding of needs

summarising and paraphrasing to check understanding of customer message

using appropriate body language

Customers may include:

corporate customers

individual members of the organisation

individual members of the public

internal or external

other agencies

Customer needs and expectations may include:

accuracy of information

advice or general information

complaints

fairness/politeness

further information

making an appointment

prices/value

purchasing organisation's products and services

returning organisation's products and services

specific information

Organisational requirements may include:

access and equity principles and practice

anti-discrimination and related policy

defined resource parameters

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

OHS policies, procedures and programs

payment and delivery options

pricing and discount policies

quality and continuous improvement processes and standards

quality assurance and/or procedures manuals

replacement and refund policy and procedures

who is responsible for products or services

Effective communication may include:

giving customers full attention

maintaining eye contact, except where eye contact may be culturally inappropriate

speaking clearly and concisely

using active listening techniques

using appropriate language and tone of voice

using clear written information/communication

using non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)

using open and/or closed questions

Designated individuals may include:

colleagues

customers

line management

supervisor

Customer complaints may include:

administrative errors such as incorrect invoices or prices

customer satisfaction with service quality

damaged goods or goods not delivered

delivery errors

product not delivered on time

service errors

warehouse or store room errors such as incorrect product delivered

Specific needs of customers may relate to:

age

beliefs/values

culture

disability

gender

language

religious/spiritual observances

Opportunities to promote and enhance services and products may include:

extending time lines

packaging procedures

procedures for delivery of goods

returns policy

system for recording complaints

updating customer service charter

Verifiable evidence may include:

customer satisfaction questionnaires

audit documentation and reports

quality assurance data

returned goods

lapsed customers

service calls

complaints

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
Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations 
Assess customer needs for urgency to determine priorities for service delivery in accordance with organisational requirements 
Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options 
Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals 
Provide prompt service to customers to meet identified needs in accordance with organisational requirements 
Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery 
Sensitively and courteously handle customer complaints in accordance with organisational requirements 
Provide assistance or respond to customers with specific needs in accordance with organisational requirements 
Identify and use available opportunities to promote and enhance services and products to customers 
Regularly review customer satisfaction with service delivery using verifiable evidence in accordance with organisational requirements 
Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements 
Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements 
Regularly seek customer feedback and use to improve the provision of products and services 
Incorporate evidence of customer satisfaction in decisions to modify products or services, ensuring they are within organisational requirements 
Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery 

Forms

Assessment Cover Sheet

BSBCUS301A - Deliver and monitor a service to customers
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

BSBCUS301A - Deliver and monitor a service to customers

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: