GlobalNet Academy
BSBCUS501 - Manage quality customer service
Student Assessment Booklet
BSBCUS501
Manage quality customer service
Student Assessment
Jessica Norton
Name: _____________________________________
Competent
Not Yet Competent
Questions Due By: _________________________________________
Unit Completion Date By: ____________________________________
Page 1 of 12
GlobalNet Academy
BSBCUS501 - Manage quality customer service
Student Assessment Booklet
Instructions for Students:
In order to be assessed as Competent (C) in this unit, you need to provide evidence which demonstrates that you
can perform the required competencies. Competency depends on consistently demonstrating the skills, attitude
and knowledge that enables you to complete workplace tasks confidently in a variety of situations.
To attain competence in BSBCUS501 – Manage quality customer service you must complete two Assessment Tasks,
made up of the following activities:
Assessment Task 1 – Questions
Assessment Task 2 – Assignment
Kris Cole. Editions 4, 5 and 6 – Chapter 20: Caring for Customers will allow you to follow the delivery of the course
content by your trainer and will assist you with the information you will require to complete the assessments.
Student Instructions – Written Work:
 Work can be provided in a word-processed format
 Answer all questions in your own words
 Provide references for quotations or facts/figures provided from another source
 Ask your assessor if you do not understand a question
 Your assessor will provide you with a deadline for submission of work
 Work submitted outside of the deadline will impact on your ability to finalise your qualification
 It is the student’s responsibility to keep a copy of their work
 To be deemed competent in this unit you must correctly answer all questions in all Assessment Tasks
Assessment Task 1 - Questions
Minimum Knowledge Requirements
Evidence of the following knowledge is essential:
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
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outline the legislative and regulatory context of the organisation relevant to customer service
describe organisational policy and procedures for customer service including handling customer
complaints
identify service standards and best practice models
summarise public relations and product promotion
explain techniques for solving complaints including the principles and techniques involved in the
management and organisation of:
o customer behaviour
o customer needs research
o customer relations
o ongoing product and/or service quality
o problem identification and resolution
o quality customer service delivery
o record keeping and management methods
o strategies for monitoring, managing and introducing ways to improve customer service
relationships
o strategies to obtain customer feedback.
Page 2 of 12
GlobalNet Academy
BSBCUS501 - Manage quality customer service
Student Assessment Booklet
Assessment Task 2 - Assignment
Minimum Knowledge Requirements
In this assignment, you need to demonstrate your ability develop and implement strategies to ensure that
product and services are delivered to customers to organisational standards.
Managing quality customer service includes the ability to identify, plan for and meet customer needs. Your
ability to adapt to changing customer needs quickly and effectively in accordance with your organisation’s policies
and procedures will help your organisation remain competitive and attractive to customers.
To complete this assignment, you will need:
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

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Your workplace
Access to your organisation’s policies and procedures as necessary
Access to a computer and office equipment
Access to the internet
Student Declaration:
 I understand the assessment tasks that I need to complete in order to be deemed competent in this unit
 I understand I can seek guidance / clarification from my assessor if required
 I understand I must submit my only own work
 I understand that all assessment tasks listed above must be completed in order to be deemed competent
 I understand that I may appeal the assessment decision
Student Name: Jessica Norton
Student Signature:
Jessica Norton
Service Coordinator
The Parkside Foundation
Date: 03.03.2020
Page 3 of 12
GlobalNet Academy
BSBCUS501 - Manage quality customer service
Student Assessment Booklet
Assessment Task 1 - Questions
1
Explain, in your own words, what it means to say that organisations must be customer driven and how do these
needs form part of your planning processes? (150 words maximum).
Customer driven means paying specific attention to your clients wants, then working with them to achieve
them. This is not limited to existing customers, but also future ones.
By understanding your clients’ needs/wants the organisation can strategically plan ways that help work with
the customer to achieve the clients desired results.
Organisations can form a planning process to work towards helping achieve the customer’s needs by
considering things from a (Political, Economic, Social, and Technological) perspective for example,
An example of this was when Parkside noticed a void in the services being offered in the Huon Valley area.
Parkside noticed a need from their existing clients that was not currently being met. Parkside decided to open a
day centre to accommodate these clients.
2
In the context of your organisation, what are your customer’s needs? Explain how you plan to meet these
needs in terms of: ensuring that products and services meet customer quality expectations; are priced in line
with customer expectations; and are delivered on time? Identify what resources you have at your disposal to
meet these needs. (Max 200 words)
Parkside has two departments in which our customers needs derive from, Disability and Aged Care. At Parkside
there are two main customer needs across both departments; to be supported as a client, or respite provided
to a family members.
Being provided safe support is the clients overall need, but this need is made up of a range of different things.
The clients may consider things such as: Functionality & features of the support, price, time, convenience,
experience of the workers, reliability, efficient, and safety, when selecting a provider. It is important that
Parkside keeps these points in mind when planning out service delivery.
In both Aged Care and Disability there are very strict standards that Parkside must provide support under.
These standards ensure that the support and service we provide is of an adequate level; we are mandatorily
audited against these. This ensures that clients are being support in a safe and appropriate environment. Age
Care clients are also asked to sign a Charter of Rights. This helps our Aged Care clients know their rights for the
services they are being offered. It is important that we provide support strictly under the standards and keep
up to date with training and legislations.
Parkside also offers clients the opportunity to provide feedback. Feedback is added to the organisations
continuous improvement policy and taken on-board where possible.
Age Care standards
NDS – Standards
Age Care Charter or Rights.
3
Explain what market research is and why it is necessary? (Max 150 words)
Market research is necessary as it gives you a clear and specific understanding of where your business sits in
your selected market area, and your types of customers.
Market research is an effective tool to assist your business planning. It helps collect information that offers an
understanding of your customers thinking, spending patterns, and location. In addition, market research can
help to keep your business up to date with market trends and keep an eye on your competition. It is necessary
to be competitive in your current sales space.
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BSBCUS501 - Manage quality customer service
Student Assessment Booklet
4
Australian Law has a number of laws that businesses must follow when selling goods or services to consumers.
Individual industries may be subject to specific laws in relation to how they promote their products and their
service delivery obligations. Breaking the law could ruin your business reputation in the eyes of your
customers, lending institutions and industry organisations. Discuss at least two (2) laws that apply to your
organisation in the context of customer service. (max 150 words)
As mentioned in question two, Parkside is obliged to provide support and services under a very strict set of
standards*. These standards are created and provided by the government, forming the way in which our
organisation operates. These standards ensure that Parkside is providing safe and quality service to all of its
clients/customers. These standards consider things such as:
-
Service and Supports for daily living.
Personal and clinical care
The organisational environment
Feedback and complaints
Organisational governance
As well as these standards there are also other laws that Parkside must obey when providing services/support
to clients.
Some examples:
-
The Privacy Act – All clients/customers have a right to have their personal information being kept
private.
The Disability Discrimination Act (DDA) 1992 or the Aged Care Act (ACA) 1997.
The DDA and the ACA help form the basis of how Parkside delivers support. All supports and service delivery
must be in line with these acts in order to provide appropriate service delivery for our clients.
5
Being able to provide good customer service is not an innate skill. It requires that employees receive
appropriate training and learn to understand their role/s with regard to customer service. This applies to those
employees who are in direct contact with customers and those who have no direct contact with customers.
Describe ways in which employees can learn the skills needed to provide good customer service. (max 150
words)
Training – Training staff is crucial in providing quality customers service. Training can include; ensuring staffs
are adequately skilled for their role in the industry. Specifically training staff (medication). Informally learning
new skills on the job (i.e. – Learning to work with people and behaviours).
Continuous improvement – Ensuring staff are encourage to continuously improve, and the organisation works
with them to do this also.
Buddy shifts – Learning from other. I.e. – Being buddied in by experience staff and learning from others.
Feedback + performance reviews – Ensuring feedback is given, received and acted upon. This is a very
important skill in learning understanding customer service.
Active listening – Learning and practicing active listening. This is imperative when working with clients.
Mentors – Finding a good mentor to help you.
Other skills may include: Knowing your product or industry, clear communication, positive language and tone
wiliness to learn or try new things
*#4 – Staff Development – Policy
6
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BSBCUS501 - Manage quality customer service
Student Assessment Booklet
Describe how your organisation handles customer complaints. What policies and procedures are in place in
your organisation to manage, record and resolve complaints? (Max 200 words)
When a new complaint arises I would follow policy #6 - Grievance Policy, Policy #37 – Comments Compliments
and Complaints, Protocol Q10 – Continuous Improvement.
Firstly I would follow the grievance procedure for any internal complaints. This includes opening
communication with the person the complaint is about first, then follows the relevant steps if needed, I.e. –
escalate to a manager or refer elsewhere, i.e. Advocacy. Active listening is crucial in the this first process.
The CEO must be notified promptly for any external complaints. Dependant on the complaint there are several
things that may require imitate action. I.e. – Does the complaint need reporting to the department (if so, this
may need to be done within 5 working days).
Once the complaint has been highlighted and any immediate action under taken, the appropriate person will
complete all relevant paperwork. This may include: Incident/Accident form and lodging the complaint on the
internal complaints registrar.
Once part “A” of a complaint is recorded, a resolution process will be undertaken to finish of the complaints
(part “B”) process. This may include mediation and/or negotiation sessions with any relevant parties involved.
Once the complaint has been managed and the complaints register is completed, Parkside will add any relevant
information onto the continuous improvement plan and monitor. Regular monitoring of the register is
important and will help identify any reoccurring problems or trends; I.e. the same worker appears on the
complaint register more than 3 times in a month.
7
Explain why it is necessary to monitor progress in achieving product and/or service targets and standard.
Identify at least 3 strategies might be implemented to do this? (Max 200 words)
Monitoring progress, keeping records and KPI’s helps the business or organisation to see progress, whilst
building a sense of achievement. Monitoring can be useful tool in helping with organisational growth and even
essential when it comes to applying for funding and grants.
There are many different ways and strategies to monitor progress, these could include, but not limited to:
•
Survey – Asking your participants for feedback.
•
Sales figures – Looking at your data and how it is trending, looking at future predictions.
•
Social media engagement
•
Website traffic
•
Benchmarking
•
Monitoring where referrals come from
•
Focus groups; and
When you have collected your data, it is important to carefully evaluate it and then work out the best way to
use it moving forward.
Example: Growth in new client referrals in a particular location i.e. – Opossum Bay. Do we need to start
recruiting more staff in this area.
Ref: Power Point Slides.
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BSBCUS501 - Manage quality customer service
Student Assessment Booklet
8
What does “best practice” mean? What does it mean for your organisation? What service standards does your
organisation need to adhere to? (These could be self-imposed standards or externally imposed standards)?
Provide an example of a “best practice” model for your organisation and an example of a service standard.
(max 200 words)
A Best Practice is a method or technique that is accepted as superior to other alternatives. This is because Best
Practice produces results that are better than those that may be achieved by other means or methods, whilst
still taking into account complying with standards and ethical requirements.
Parkside is held accountable by many rules, regulations, legislations, and acts. An example best practice is The
new Aged Care standards; these standards came into effect on 1.7.19. Prior to the new standards coming into
effect Parkside had to do some preparation around these, to ensure that the organisation could provide best
practice for each standard. This included: completing a self audit, explaining the new standards to relevant
staff, ensuring the correct paperwork, equipment etc. was up to date, amending policies and procedures to
reflect the new standards where necessary.
An example of best practice in Aged Care at Parkside could be how we support many different clients from a
range of cultural and ethnic backgrounds. Our staffs use best practice to respect the client’s history,
individuality and diversity, which are layout in the new Charter of Rights that all clients and organisations sign.
https://agedcare.royalcommission.gov.au
Page 7 of 12
GlobalNet Academy
BSBCUS501 - Manage quality customer service
Student Assessment Booklet
Assessment Task 2- Assignment
Part 1
Public relations (PR) is the process of generating positive media coverage for a company. According to their website,
Grill’d is: “…all about burgers done good. It's how we've always been, since 2004.” Review Grill’d’s website:
https://www.grilld.com.au/ , read the case study on Grill’d at Magnum and Co:
https://www.magnumandco.com.au/case-studies/grilld-healthy-burgers/, watch the videos on the site and answer
the following questions:
1.
What is Grill’d’s core business? Selling Healthy Burgers that are “good for you and good for your
community”.
What are its three core values?
Our Burgers: - We keep it real, serving up Healthy Burgers that are naturally free from artificial colours, flavours and
preservatives
Our Planet: We take responsibility for our footprint and are always looking for new ways we can do better by our
planet.
Our Community: We put our money where our burgers are and let the community take a bite. Because local, matters.
2.
3.
In your opinion, which type(s) of audience(s) is it trying to target? Grilled is trying to target people who are
health conscious or wanting to be, environmentally/sustainably focused individuals, community groups,
schools and families.
What is Grill’d’s promotion strategy as discussed in the case study trying to achieve?
To promote it’s new low carb bun, whilst helping educate people on healthy eating. They are trying to help people
understand that healthy eating doesn’t need to be complicated or a fad, it can be a simple as buying one of their
healthy low carb burgers.
4.
Do you believe that it successfully achieves this? Why or why not? Include in your answer how the videos
support (or do not support) these outcomes. In your opinion, is this medium appropriate for the audience(s)
As someone who suffers from Coeliac disease and lives a gluten free lifestyle, Grill’d is certainly a great option for me.
However I find the videos a little misleading. I understand what they are trying to achieve, exposing health trends and
issues by promoting that their low carb buns and how it can make it much easier.
However I feel they are borderline making a joke of some serious underlying health conditions and diseases. They are
tapping into this concept of using “Gluten Free” or vegan as a trend/marketing ploy. I have noticed this in many
businesses; they are using “Gluten Free” as a buzzword to bring in business. This in-fact makes it harder for people
like myself who strictly cannot eat gluten because of a disease, not because of a trend. I have been to several
restaurants that have not educated their staff on the difference, with staff thinking a little gluten won’t hurt.
I understand what they are trying to achieve, and I do think the medium they used was appropriate for their target
audience, that audience being fitness focuses individuals. I just hope that by promoting this new concept they put the
time, training and research into making sure their staff understand the audience they are dealing with and educate
their team on the whole health picture.
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BSBCUS501 - Manage quality customer service
Student Assessment Booklet
Part 2
You can choose to answer EITHER question 1 OR question 2. Choose only ONE way. (max 1000 words)
1.
Leo is an 83 year old Italian gentleman, with English as a second language. Leo had entered the facility as a
low care resident and was happy with the care and service, but was moved to a high care ward, and believed
the service quality dropped and he felt imprisoned. Since moving to high care, Leo has reported that is not
allowed to use his mobility scooter, and therefore does not have the freedom to leave the facility to go to
the shops or out for lunch as he once had. The manager of that area has expressed concerns over Leo’s
safety on the scooter, and stated that the facility was looking after his best interest by removing the scooter.
OR
OR
2.
You can use an example of a complaint from one of your customers against your organisation which you had
to resolve. (Ensure you change the names of individuals to protect their privacy). Choose a more complex
complaint – one that is not so straight forward. This unit requires you to consider more complex complaints
so complaints that are clearly ridiculous or extremely easily to resolve will not be appropriate.
Complaint: 13.3.19 – Call from Kevin at the Age Care Quality Safety Commission.
Mr.W phoned the ACQSC in regards to two issues; His mums recent fall and how her money is being spent at
Parkside.
Kevin noted that Mr.W is not impressed about how V’s fall was managed on Monday, as he was not
informed, and that he thinks we are over spending her funds.
I (Jessica), have 10days to resolve these concerns with Mr.W myself.
I have passed the official complaint on to Belinda (CEO) in my manger Alex’s absent
Explain in detail:
•
Your organisation’s customer service philosophy / mantra / vision / mission statement (which ever of
these applies):
The Parkside Foundation is a non-profit organisation. We provide personalised support services to
people in a range of settings.
We respect the inherent rights and responsibilities of the people who use our services.
We strive for high quality, innovation and diversity in the development and delivery of support services.
We value each person and treat people with respect, honest, equality, dignity, privacy and
confidentiality.
We work in partnership with a range of organisations to maximise outcomes for the people we support.
Parkside does not have a policy specifically for customer service, but instead has policy #1- Service User
Rights. This policy endorses 11 rights for people with disabilities, older people and carers who use our
services. The organisation prides itself on these values and provides support base on these principles.
These rights address such things as: Respect, dignity, privacy, cultural diversity, independence and many
more.
•
Your organisation’s policies are in relation to the customer’s complaint. Remember, there may be
more than one policy that affects this scenario – and they may be competing policies.
If the complaint was an internal issue, I would first refer to policy + procedure number #6 – Staff
Grievance. This policy and procedure helps you to work through the steps with your team internally, to
resolve the conflict.
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BSBCUS501 - Manage quality customer service
Student Assessment Booklet
As my complaint was external and from an age care client I followed procedure Q1: Client Grievance
Resolution.
The purpose of this procedure is to show that clients and carers have a right to raise a grievance without
fear of any loss of service provision. The aim of this procedure is to ensure the prompt and fair
resolution of complaints and reinforce the client’s/carer’s right to have an advocate act on their behalf.
This policy comes in two forms: A written version and a simple written English version with photos,
should any clients need it.
Other polices that may need to considered.
Policy #7 – Staff Counselling and Discipline.
Policy #16 – Anti- Discrimination.
Policy #37 – Compliments and Complaints.
ProcedureQ6 – Feedback from clients and carers.
•
If your manager’s approach is consistent with one or more of your organisation’s policies, what
options do you have to resolve the customer’s complaint?
I explained the complaint to the CEO and we went through the steps taken in how I made my
decisions.
Belinda was more than satisfied that I had done my due diligence, and that I had not breached any
of Parksides Service User rights. She was happy with how I handle the situation that lead to the
complaint. I had correctly followed all process and had all documentation to support this.
o
-
•
•
If you are using your own example, explain the options you had to decide how to resolve the
complaint
As this was an external complaint I was given a 10 day mediation period. This meant I had 10 days to
make contact with Mr.W and resolve the complaint ourselves.
I worked with my CEO, and together we worked through the Grievance policy and mapped out how
I would follow this up with Mr.W
My first contact was a phone call to Mr.W. I acknowledge his complaint and arranged a time to
meet to discuss things further. Mr.W was happy with this and we made a time to meet. Mr.W asked
to have an advocate come along, I explained that this was fine.
If the manager’s actions are inconsistent with your organisation’s policy, how would you manage both
their understanding of the policy AND their perhaps well founded concern for Leo’s safety?
o If you are using your own example, explain how you managed other’s understanding of your
organisation’s policies so that they could better apply them in the future in relation to customer
service.
Together my CEO and I mapped out the complaint in relation to our policies, we looked at the
policies and compared these against the complaint. Example: We looked at how the client’s
complaint was in relation to not being notified of his mother’s fall. We explained to the client that
part of our service user rights policy is around privacy. His mother had requested that we were not
to inform her son of her fall. As it was not a life threating emergency and his mother was of sound
mind, we are obliged to respect her wishes and privacy. We explained to Mr.W. that this is a part of
our code of conduct.
I explained to Mr.W that I can see that he cares for his mother very much and that he only wanted
to best for her. I politely asked Mr.W that in the future if he has concerns, I would appreciate if he
came and spoke to us first, providing he felt comfortable. This way we can try and sort out the
situation with him directly, as sometimes things can be as simple as a miss understanding, which he
acknowledge this was.
As an organisation we noted that we could avoid this issue in the future by informing people at the
time of assessment about our service user policy.
o If you are using your own example, explain how you officially responded
What strategies do you have in place to elicit feedback from the customer
Stay calm. When a customer presents you with a complaint, keep in mind that the issue is not
personal; he or she is not attacking you directly but rather the situation at hand.
Let the customer blow off steam. Respond with phrases such as, “Hmm,” “I see,” and “Tell me
more.” Do not interrupt. As the customer vents and sees you are not reacting, he or she will begin
Page 10 of 12
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BSBCUS501 - Manage quality customer service
Student Assessment Booklet
•
•
•
•
•
to calm down. The customer needs to get into a calm frame of mind before he or she can hear your
solution—or anything you say, for that matter.
Acknowledge the problem and get all the facts.
Help to offer a solution. This happens only after you have sufficient details. Making a promise you
cannot commit to will only set you back. Remember, when offering a solution, be courteous and
respectful. Let the customer know you are willing to take ownership of the issue, even if it was out
of your control. Take charge of the situation and let the customer know what you are going to do to
solve the problem.
Feedback is very important, good and bad. Parkside currently has feedback forms available and is
always encouraging clients and staff to pass feedback on. This goes onto the complements and
complaint register, which is monitored for patterns, i.e – The same staff member.
When visiting clients for their assessments and reviews information is provided to them on their
right to provide feedback (good and bad) and how they can go about doing this.
We provide all our clients with local information to advocacy services.
Parkside undertakes client reviews. Part of this process is to obtain feedback from the client and to
see if there is any areas we could improve.
Parkside has an open door policy for all managers and co-ordinators. We encourage people to come
and speak to us.
Parkside and the clients are now both required to sign the new aged care Charter of Rights. This is a
great document that allows all parties to be on the same page. It is an excellent reference point.
Training for staff if need be.
https://trainingmag.com/content/how-handle-customer-complaints/
How you would make any necessary improvements in your organisation’s policies and procedures as a
result of the complaint AND the resolution of the complaint.
- The aged care team discussed that in the future we will make sure we discuss our complaints process
with our clients at the time of assessment. Currently we provide them with the information in a small
booklet, but we do not actually go through this with them.
Parkside has a continuous improvement register. It is important that this is added to and monitored
regularly.
Providing and keeping up to date with staff training is very important. Ensuring that staff are aware and
follow our customer service policy.
Update and change any policies to reflect any new changes and laws.
RECORD OF OUTCOME
Student Name
Unit Code and Title
BSBCUS501 – Manage Quality Customer Service
To achieve competency the student must have satisfactorily completed the following
assessment tasks for this unit:
Assessment Task
Assessment Tasks
Satisfactory 
Unsatisfactory 
Assessment Task 1
Assessment Task 2
Resubmission required:

Assessment Outcome
Yes

No
Feedback to student:
Page 11 of 12
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Student Assessment Booklet
Resubmission Sufficient:

Yes

No

Not Yet Competent
The assessment outcome for this unit is:

Competent
Feedback to student:
Student Signature
By signing this you declare that all material submitted for this unit is your own work, except
where there is clear acknowledgement or reference to the work of others AND you have
complied and agreed to GlobalNet’s policy on Plagiarism and Training Integrity, which can
be found on the GlobalNet website.
Student Signature:
Assessor Declaration
In completing this assessment, I confirm that the student has met the requirements of the
unit of competency and its assessment guidelines.
Evidence collected is:
 Valid
 Sufficient
 Current
 Authentic
Assessor Name
Assessor Signature
Date
Page 12 of 12