Assessor Resource

BSBCUS403
Implement customer service standards

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to contribute to quality customer service standards within an organisation.

It applies to individuals who may be frontline managers, team leaders or supervisors who have responsibility for ensuring that customer service systems and customer service standards are implemented.

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

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


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Contribute to quality customer service standards

1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures

1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes

2 Implement customer service systems

2.1 Encourage all personnel to consistently implement customer service systems

2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

2.3 Identify customer service problems and make adjustments to ensure continued service quality

2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes

2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards

3 Implement team customer service standards

3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience

3.2 Identify resources required to undertake team tasks while meeting required customer service levels

Evidence of the ability to:

access, interpret, apply and monitor customer service standards

demonstrate compliance with customer service system and standards

make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers

review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required

make adjustments to improve customer service procedures including:

identifying and responding to problems

communicating with and encouraging staff

coordinate and manage delivery of services and products to meet standards including:

planning and implementing team work activities

managing resources.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

have detailed product / service knowledge

explain the rights and responsibilities of customers and relevant consumer law

outline models of customer service

explain relevant organisational procedures and standards for customer service standards and relationships.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

office equipment

business technology

workplace documents and policies and procedures

customer feedback

consumer protection laws and regulations

case studies and, where possible, real situations

interaction with others.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Contribute to quality customer service standards

1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures

1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes

2 Implement customer service systems

2.1 Encourage all personnel to consistently implement customer service systems

2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

2.3 Identify customer service problems and make adjustments to ensure continued service quality

2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes

2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards

3 Implement team customer service standards

3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience

3.2 Identify resources required to undertake team tasks while meeting required customer service levels

Evidence of the ability to:

access, interpret, apply and monitor customer service standards

demonstrate compliance with customer service system and standards

make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers

review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required

make adjustments to improve customer service procedures including:

identifying and responding to problems

communicating with and encouraging staff

coordinate and manage delivery of services and products to meet standards including:

planning and implementing team work activities

managing resources.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

have detailed product / service knowledge

explain the rights and responsibilities of customers and relevant consumer law

outline models of customer service

explain relevant organisational procedures and standards for customer service standards and relationships.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

office equipment

business technology

workplace documents and policies and procedures

customer feedback

consumer protection laws and regulations

case studies and, where possible, real situations

interaction with others.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
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
Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures 
Make contributions to the development, refinement and improvement of customer service standards, policies and processes 
Encourage all personnel to consistently implement customer service systems 
Review customer feedback in consultation with appropriate personnel and analyse when improving work practices 
Identify customer service problems and make adjustments to ensure continued service quality 
Communicate adjustments in service delivery to all those involved, within appropriate timeframes 
Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards 
Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience 
Identify resources required to undertake team tasks while meeting required customer service levels 

Forms

Assessment Cover Sheet

BSBCUS403 - Implement customer service standards
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

BSBCUS403 - Implement customer service standards

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: