Assessment Task 1 BSBCUS501 Manage quality customer service

Develop a customer service plan

Submission details

Candidates name Phone no.

Assessors name Phone no.

Assessment site

Assessment date/s Time/s

The Assessment Task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.

Performance objective
The candidate will demonstrate the ability to plan to meet customer requirements through
the development of a customer service plan.

Assessment description
You will develop a customer service plan for the simulated business Innovative Widgets.
You will gather the background information on the simulated business from your Student
Workbook and any information about Innovative Widgets that you may have created in the
course of completing learning activities in the Student Workbook.

Procedure
1. Over the duration of the course, gather information on the Innovative Widgets
simulated business from course materials.
2. Based on the information you gather, produce a customer service plan for Innovative
Widgets. Develop the customer service plan using the template provided in Appendix
1. Your customer service plan should include:
a. vision and mission statements that refer to Innovative Widgets provision of
customer service
b. a list of internal and external customer types and their needs

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Assessment Task 1 BSBCUS501 Manage quality customer service

c. product standards that include:

i. minimum safety requirements iv. pricing

ii. dimensions v. material
iii. tolerances vi. delivery

d. policies and procedures for:

i. gathering customer information and conducting market research to
identify customer needs using the RATER model
ii. responding to customer complaints
iii. managing records and data.
3. Develop a short (no more than one page) reflection on your plan and how the design
of your plan will work to achieve quality customer service and legal compliance and
how your plan is consistent with best practice models and voluntary standards and
codes of practice. In your reflection, you also need to summarise public relations and
product promotion approaches that are appropriate for Innovative Widgets.
4. Submit the required documents for assessment as per the specifications below. Be
sure to keep a copy for your records.

Specifications
You must provide:
a customer service plan.

a short (no more than one page) reflection on your development and design of a
customer service plan.

Your assessor will be looking for:

reading skills to gather and interpret organisational (Innovative Widgets) information

writing skills to match your style of writing to the documents purpose and audience

work skills to apply Innovative Widgets organisational needs to document production

technology skills to prepare and present documents

knowledge of legislation and regulation relevant to customer service

knowledge of service standards and best practice models.

Adjustment for distance-based learners:

no variation of the task is required
a follow-up interview may be required (at the discretion of the assessor)
documentation can be submitted electronically or posted in the mail.

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Appendix 1: Customer service plan template

Innovative Widgets Customer Service Charter

Welcome to Innovative Widgets!

Our vision and mission:
Create a vision and mission statement that includes reference to customer services

Who are our customers?

Our internal customers are: Our internal customers require:

List Innovative Widgets internal customers List these customers needs

Our external customers are: Our external customers require:

List Innovative Widgets external customers List these customers needs

Well give you what you need and more!

We promise to deliver a widget thats right for your needs:
List relevant product quality specifications

We promise to support you:

List relevant customer service guarantees, e.g. related to time, cost and after-sales support

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Weve support our people to support you!

Innovative Widgets policies and procedures that support customer service include:
List relevant policies and procedures

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Innovative Widgets
Customer support policy and procedure collecting market research

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets this policy applies to

Resources Note whether there are procedures associated with this policy

Relevant List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

Customer support process/es

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the
customer; step 2: ask the customer what you can help them with, etc.

1.
2.
3.
4.

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Innovative Widgets
Customer complaints policy and procedure

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets this policy applies to

Resources Note whether there are procedures associated with this policy

Relevant List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

Customer complaints resolution process/es

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the
customer; step 2 ask the customer what you can help them with, etc.

1.
2.
3.
4.

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Assessment Task 1 BSBCUS501 Manage quality customer service

Innovative Widgets
Recordkeeping policy and procedure

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets this policy applies to

Resources Note whether there are procedures associated with this policy

Relevant List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

Recordkeeping process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the
customer; step 2 ask the customer what you can help them with, etc.

1.
2.
3.
4.

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