Assessment
Task 1
Manage organisational customer service
BSBOPS505
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I
have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
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signature
Date
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Question
Marking Sheet - Assessor to complete.
Did the student satisfactorily address each question as instructed:
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Question 1
Question 2
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Question 3
Question 4
Question 5
Question 6
Task Outcome:
Satisfactory ☐ Not Yet Satisfactory ☐
Student Name:
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Date:
Table of Content
Task 1 – Knowledge Questionnaire ......................................................................................... 5
Question 1 .................................................................................................................................6
Question 2 .................................................................................................................................7
Question 3 .................................................................................................................................7
Question 4 .................................................................................................................................9
Question 5 ...............................................................................................................................11
Question 6 ...............................................................................................................................13
Appendix 1 –Useful Links....................................................................................................... 14
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Legislations and Regulations ................................................................................................14
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RTO Provider: 91153 - CRICOS Code: 02672K
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Task 1 – Knowledge Questionnaire
Task summary and instructions
What is this
assessment task
about?
This assessment is a written questionnaire with a mix of objective and
subjective questions.
The questionnaire is designed to meet the knowledge required to
meet the unit requirements safely and effectively.
The questions focus on the knowledge evidence required for this unit
of competency:
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What do I need to do to
complete this task
satisfactorily?
legislative and regulatory frameworks governing customer service
elements of effective customer service including quality, time and
cost
organisational policies and procedures for customer service and
handling customer complaints
relevant service standards and best practice models
key principles of public relations and product promotion
common techniques for solving complaints
principles and techniques involved in managing:
o customer behaviour
o specific customer needs
o customer research
o customer relations
o ongoing product and service quality
o problem identification and resolution
o quality customer service delivery
o record keeping and management methods
strategies for monitoring, managing and introducing ways to
improve customer service relationships
strategies to obtain customer feedback.
Your assessor will be looking for demonstrated evidence of your
ability to answer the questions satisfactorily, follow instructions,
conduct online research and review real or simulated business
documentation as instructed.
 submit your answers to the questions within the set timeframe,
 answer all questions as instructed,
 answer all questions using your own words and reference any
sources appropriately,
 all questions must be answered satisfactorily.
It is advisable to:

review the questions carefully,
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RTO Provider: 91153 - CRICOS Code: 02672K
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Task summary and instructions
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Specifications
You must submit to GOALS the
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Resources and
equipment
Re-submission
opportunities
answer the questions using online research and the learning
material provided for the unit and by reviewing real or simulated
relevant business documentation (such as policies and
procedures),
further research the topics addressed in each question.
assessment coversheet,
answers to all questions,
references.
• computer with Internet access,
• access to Microsoft Office suites or similar software,
• learning material.
You will be provided feedback on your performance by the Assessor.
The feedback will indicate if you have satisfactorily addressed the
requirements of each part of this task. If any parts of the task are not
satisfactorily completed, the assessor will explain why, and provide
you with written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You have the right
to appeal the outcome of assessment decisions if you feel that you
have been dealt with unfairly or have other appropriate grounds for an
appeal. You are encouraged to consult with the assessor prior to
attempting this task if you do not understand any part of this task or if
you have any learning issues or needs that may hinder you when
attempting any part of the task.
Answer all the questions below:
Question 1
Outline four (4) legislation and regulations that are relevant to customer service.
Legislation and regulations
Privacy Law
Outline
(40-80 words each)
This legislation used to collect customers information and keep
it in securely and disclosed it accurately with the customers.
This information can access to the customers for their general
right.
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Legislation and regulations
Anti Discrimenation legislation
WHS legistlation
Australian Consumer law
Outline
(40-80 words each)
This legislation describe about the equality amongs the
customer. In this legislation customer cannot be differentiate by
age, geneder or family status. Also it explain that clients and
staffs must be treated on the same level.
This legislation ensure that customer and staff health and
safety is very important. Hence employees need to identify,
access and eliminate all the hazards that are dangerous for the
customers and other staff members.
This legislation bans all the marketing planning that may harm
company reputation, staff, clients or government agencies that
can mislead to false statements, restrict rivalry or voilatng the
laws and regulation of the government.
Question 2
Discuss the following elements of effective customer service:
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Quality
Time
Cost
(100-150 words)
Customers service needs time provision and utility of products and services. It also help to
understand the comfortness when doing business with an organisation. Also delivering consistent
quality, competitive prices and an ability to adapt to the needs and requirements of the client builds
a positive, enduring customer relationship. By managing the consistent delivery of quality products
and services requires the knowledge of customer needs which help the service team to deliver the
goods with good qulity on time with in the customers budget.
Question 3
Read the terms & conditions & policies of JB HI FI which provides a good overview of their
customer service processes: https://support.jbhifi.com.au/hc/en-au , click on Terms and Policies.
Address the following:
Question
A Summarise 3 organisational policy
and procedures for customer service.
(30-50 words/each)
Answer
The Australian Customer Law (“ACL”) secures
buyers by giving them certain ensured rights when
they purchase merchandise and administrations. For
case, the Law requires that merchandise must be
free of abandons and do what they are implied to
do. Administrations must be carried out with care
and ability. These rights, which the Law says
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RTO Provider: 91153 - CRICOS Code: 02672K
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Question
B Describe how a customer can place a
complaint with JB HI FI? (30-50
words)
C Describe the JB HI FI handles
complaints related to privacy. (50-100
words)
Direct link to privacy policy:
https://solutions.jbhifi.com.au/privacy
-policy/
Answer
consequently apply at whatever point products or
administrations are provided to a shopper, are called
‘Consumer Guarantees’.
Estimating & taxes
3.1 Costs for Products are as appeared on the
Website.
3.2 JB Hi-Fi saves the proper to alter the costs of
Products at any time without take note to you. The
price displayed at the time that you simply put your
Arrange will proceed to apply to you indeed in case
the cost changes some time recently your Arrange is
accepted by JB Hi-Fi.
3.3 In expansion to the cost for the Merchandise,
you may too ought to pay the recorded conveyance
charge
Home appliance delivery terms and conditions
1. Subject to installment of the cost to JB Hi-Fi at the
time of buy, JB Hi-Fi will convey the Merchandise to
Premises and,
where pertinent, expel the Ancient Merchandise fro
m those Premises, in understanding with these
terms & conditions.
2. JB Hi-Fi does not offer set conveyance times. JB
Hi-Fi will endeavor to convey the Merchandise on
the day concurred with you, JB Hi-Fi will contact you
(Mon- Sun barring open occasions) earlier to
your conveyance to
supply your assessed conveyance window and a
track and follow interface.
Submit a request
Please choose your request type
We'll for the most part react to your ask inside 4
days amid our working hours from 9am - 6pm
Monday to Wednesday and 9am - 9pm Thursday to
Friday and 10am - 6pm on ends of the
week (AEST).
By submitting your data you concur to
our site terms of utilize and how we handle
your individual data as sketched out in
our protection policy.
After getting a complaint, we are going consider
whether we require any assist data from you to
appropriately consider and examine the complaint,
and may request such data from you. We'll then:
conduct inner discourses with the significant
commerce units included within the collection,
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RTO Provider: 91153 - CRICOS Code: 02672K
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Question
D List 5 legislation and regulations that
are relevant to customer service in
the organisation.
Answer
holding, utilize or revelation of your individual data
which is the subject of your complaint, and assess
whether we accept that such collection, holding,
utilize or divulgence of your individual data was in
breach of the Australian Protection Standards; and
notify you of the comes about of our examination of
your complaint. If the conclusion of our examination
is that our collection, holding, use or revelation of
your individual data was in breach of the Australian
Protection Principles, we'll take steps to cure the
breach as before long as sensibly practicable. We
will try to inform you of the comes about of our
examination of your complaint inside 30 days of
accepting your complaint.
1. The Privacy Act 1988 (Security Act) was
presented to advance and ensure the protection of
people and to control how Australian Government
organizations and associations with an yearly
turnover of more than $3 million, and a few other
associations, handle individual data.
2. Anti-Discrimination Act 1977 No 48
3. Fair debt collection Practices Act
4. The Federal, Food, Drug and Cosmetic Act
5. The Gramm–Leach–Bliley Act.
Question 4
Good customer service is part of a company’s success.
Address the following:
A
Question
Identify and list:
o 3 service standards relevant to
customer service
o 2 best practice models for customer
service
BSBOPS505 - Manage organisational customer service V3 2021
RTO Provider: 91153 - CRICOS Code: 02672K
Answer
Service Standards:
1) Customers service vision and mission.
2) Product services and standards
3) Policy and procedures for identifying customer
needs
Best Practice Model:
1) Standards
2) Codes of practices
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Question
o Explain why service standards and
best practice models are important
in customer service.
Answer
Importance in customer service (40-80 words)
Customer service standards are important for
clients, potential customers, employees and
management of a business. They help to define
what a customer can expect and to remind
management and employees of the challenges
and obligations that they face. Strong customer
service standards can help a company retain
more loyal customers and increase profits
significantly. Companies adopt these standards
to empower customer service employees to
resolve complaints, problems and questions as
quickly and satisfactorily as possible, for both the
customer and the company.
B
Outline 3 public relations methods. (3050 words each)
C
Outline 3 product promotions methods.
(30-50 words each)
Advertorials are advertisements in the form of
news stories or reviews in daily newspapers.
Companies hire advertising or marketing
professionals to help them develop TV
advertorials, which are normally used as a form
of advertising their products in the market.
Social media help companies to avoid the media
and go straight to the customers. Using social
networking sites such as Facebook and Twitter
allows companies to follow and be followed by
journalists, drive web traffic, manage issues by
responding quickly to criticisms or negative
perceptions, and increase publicity for
businesses
Events are opportunities for companies to gain
exposure for their businesses, promote new
products or services and make sure accurate
information reaches targeted customers. events
are a platform to counter customer doubts and
build customer confidence. Customers can also
help businesses to research market needs.
Comapies loyal customers are a key part of how
to promote their product, as they are most likely
to not only buy the product but also promote it to
their networks. It can be in form of a private, inperson, an online tour, preview or demo. It could
even be a special invitation to the loyal
customers to test it out and give their feedback.
These exclusive offerings are not only a great
customer engagement strategy but they also
support how much compaies value their regular
clients.
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Question
D
Outline 2 techniques for dealing with
customers. One technique must
include techniques to deal with
customers with specific needs. (30-50
words each)
Answer
Giving away functional branded gifts can be a
more effective promotional move than handing
out simple business cards. Put your business
card on a magnet, ink pen or key chain. These
are gifts you can give your customers that they
may use, which keeps your business in plain
sight rather than in the trash or in a drawer with
other business cards the customer may not look
at.
Product giveaways and allowing potential
customers to sample a product are methods
used often by companies to introduce new food
and household products. Many of these
companies sponsor in-store promotions, giving
away product samples to entice the buying
public into trying new products.
Recognize and Expect Needs
Most client needs are passionate instead
of coherent. The more you know your clients,
the superior you ended up at foreseeing their
needs. Communicate frequently so that
you’re mindful of issues or up and coming needs.
Tune in to Customers
Sometimes, clients fair got to know that
you’re tuning in. On the off chance
that they’re confounded or have a problem,
by loaning a listening ear, you’re appearing that
you just care which you’re not rejecting them.
Question 5
Outline the following principles and techniques used when solving complaints. (30-50 words
each).
A
Question
o Why is it
important to
identify and
understand
customer
behaviours?
Answer (30-50 words/answer)
Consumer behaviour is important for businesses because it can
help them to make better decisions about their products and
services. By understanding certain products purchased by the
consumers and how they use them, businesses can adapt their
offerings to better suit the needs and wants of their target market.
List of 3 customer behaviors are
 Complex Buying Behavior.
 Habitual Buying Behavior.
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B
Question
o List 3 customer
behaviours.
How do you conduct
customer needs
research?
C
How can you manage
good customer
relations?
D
How can you keep
ongoing product
and/or service
quality?
E
Outline a process for
problem identification
and resolution.
F
How would you
describe quality
customer service
delivery?
Outline one record
keeping and
management method.
G
H
I
What are 2 strategies
for monitoring,
managing and
introducing ways to
improve customer
service relationships?
Briefly describe them.
Describe 2 strategies
to obtain customer
feedback.
Answer (30-50 words/answer)
 Variety Seeking Behavior.
This type of research also identifies unsatisfied needs that
customers view as highly important. The resulting of highlight
opportunities for future product development initiatives and inform
the design and development of new product and service features.
Through customer needs research, organizations can satisfy the
most important needs of their target audience by allowing them to
accomplish their desired outcomes more effectively, with less effort,
and with greater enjoyment.
Excellent customer relationships are key to any business’s
success and growth. Once companies find customers, they must
consider how to effectively manage their relationship with them to
ensure that the customer loyalty is earned.
Improving product quality is one of the most important things for
achieving long term sales growth and profitability. Businesses
seeking to improve product quality need to embed quality practices
in their routine processes. So rather than just an afterthought,
quality has to be intrinsic to companies’ performance and daily
operations management.
In order to effectively manage and run a successful organization,
leadership must guide their employees and develop problemsolving techniques. First step is to define the problem, where
empolyees get to know the problems. Second step is to generate
alternative solution where companies eradicate the problem by
substitute answer. Then evaluate and select an alternative steps to
solve the problem. Last, implement and follow up on the solution.
Quality customer service involves providing efficient, quick, and
friendly service to customers as well as building strong relationships
with them. It also entails responding to customers' issues in time
and handling any complaints swiftly
Control storage and access
To ensure that digital and paper files are stored securely, you need
to control who has access to them. When it comes to managing
your records according to best practices, how and where the
documents are stored, is as important as who has access to them.
1. Seek Customer Feedback
To provide excellent customer service, you first need understand
their needs, experiences, and pain points.
2. Strengthen Your Customer Service Team
Improving your customer service begins with building a strong
customer service team. Here’s how you can strengthen your service
performance.
1. Customer feedback through emails
One popular and easy method for getting customer feedback is
through follow-up emails. While you can easily automate this,
having a person reach out is even better.
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Question
L
Briefly describe how
to effectively solve
customer complaints.
Answer (30-50 words/answer)
2. Customer feedback through surveys
Customer surveys can come in all shapes and sizes. One of the
most commonly used survey types is customer satisfaction (CSAT)
surveys. These surveys use a Likert rating scale to get a sense of
whether or not you’re meeting customer expectations.
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Offer consistent support across multiple channels
Practice active listening skills
Automate your customer support with bots
Use the right tools & processes to manage complaints
Handle customer complaints proactively
Go the extra mile to keep customers happy
Record important customer complaints
Be polite while dealing with complaints
Document your customer issues
Put yourself in your customer’s shoes
Keep your customers updated
Question 6
Outline how you would manage the following (include process and techniques you would use
in your answer).
Item
`
Managing specific customer
needs
Performing customer research
Outline
(50-100 words/item)
1. Set Practical Expectations It’s enticing in trade to guarantee
the soil to urge a customer’s trade. Customers’ needs and
needs may shift, but the probability is that the administrations
you offer are restricted by time, accounts and assets. Begin off
with genuineness and you can’t go off-base. Right from your to
begin with assembly, oversee their expectations by setting out
what you'll do, and what you'll be able to do.
2. Make a Arrange and Adhere to It To meet customers’ needs
and needs you would like to form it clear to them precisely what
the contrast is between those two things. Portion of overseeing
desires is making a arrange with the customer, appearing
precisely how their needs will be satisfied. You'll be able at that
point examine the needs, and see how these can be arranged
for as well.
Client research is conducted so as to distinguish client portions,
needs, and behaviors. It can be carried out as a portion of
advertise investigation, client investigation, or plan investigation.
Indeed so, it continuously centers on inquiring about current or
potential clients of a particular brand or item in arrange to
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Item
Managing customer relationships
Outline
(50-100 words/item)
recognize neglected client needs and/or openings for commerce
development.
Client relations depicts how your company locks in with clients
with regard to moving forward with the client encounter. This
includes overcoming short-term challenges and creating longterm arrangements that guarantee client victory. The objective
is to construct a commonly useful relationship that starts some
time recently, and exists long after, the beginning buy.
While customer relations involve all parts of the business, it is
most closely associated with the customer service department.
Whereas client relations include all parts of the commerce, it is
most closely related with the client benefit office. This implies
that the client benefit, client victory, client back, and item
improvement groups must contribute to building and keeping up
the client relationship. Client relations incorporates the
company’s deals and showcasing offices as well, as they
associated with clients in various ways.
Appendix 1 –Useful Links
Legislations and Regulations

Privacy Act : https://www.oaic.gov.au/privacy/the-privacy-act/
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Anti-Discrimination Acts :
https://www.humanrights.gov.au/sites/default/files/GPGB_quick_guide_to_discrimination_laws_0.p
df
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WHS: https://www.safeworkaustralia.gov.au/
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Contract Law : https://www.acc.com/resource-library/australian-contract-law
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Advertising : (https://www.accc.gov.au/accc-book/printer-friendly/29527
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Australian Consumer Law and Marketing Communication:
http://www.marketingminds.com.au/regulation.html
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Warranties and Guaranties : http://www.marketingminds.com.au/regulation.html
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Anti-competitive behaviour: https://www.accc.gov.au/business/anti-competitive-behaviour

Advertising codes and regulations:
https://www.communicationscouncil.org.au/public/content/ViewCategory.aspx?id=306

Intellectual Property : https://www.ipaustralia.gov.au/about-us/legislation/ip-legislation
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