Certificate IV and Diploma

Greenlight to Customer Service

Assessment Task Cover Sheet

Students
Employer:
Name:

Please complete and check all shaded sections

before mailing to the College. Make sure this cover  Full Submission
sheet is securely attached to your Assessment Task.  Partial Submission
Please () the type of submission   Resubmission
Course You Are Enrolled in ()
 Business BSBCMN410A BSBCMN418A
 Business Administration BSBCMN410A BSBCMN418A
 Business Development BSBCMN410A BSBCMN418A
 Frontline Management BSBCMN410A
 Customer Contact ICTCC130A ICTCC431A
(ICTCC111A or ICTCC112A)
 Diploma Business (FLM) BSBFLM507B
 Financial Services FNSICCUS402A FNSICCUS401A
 Diploma Fin Services BSBFLM507B
 Marketing BSBCMN410A
Participant Declaration:
I declare that the material contained in this Assessment Task is my own work.

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I verify that the material provided in the attached Assessment Task is the original
work of the participant.

X Supervisor’s
Signature:
Supervisor’s
Name: / /

College Use: Comments Code:

Assessment Result: □ Competent □ Competence not yet demonstrated

Part A - K

Part L- Diploma

Please mail this Assessment task to:

Australian College of Commerce and Management
Locked Bag 8804, Wollongong NSW 2500

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Assessed By: Assessed By:
Signature: Name: / /

Please mail this Assessment task to:

Australian College of Commerce and Management
Locked Bag 8804, Wollongong NSW 2500

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Assessment Task Part A -
The Importance of Customer Service
Review Section 1 of the workbook

Q1. According to the “Good Service is Good Business” extract.

What are the 4 simple questions and provide examples of how you achieve these
with your customers

1. What is good service? Doing the right things the right way for customers

2. Why should you do it? For increased customer satisfaction

3. What’s in it for my customers? Makes it easier for them to deal with people – they
will then do more business.

4. How will you know when you are doing it right? Customers will come back, you
will attract new customers and business will show returns.

Q2. Match the Four measures of customer service with the correct definitions

Reliability The ability to provide end-to-end service

across all dealings with a customer

Quality Ensuring what you do is of value or

worthwhile to the customer to achieve
THEIR desired outcome

Worthwhile Outcome for the Providing consistent service that the

Customer customer can RELY on

Overall Service Effect Making sure you do things WELL

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Assessment Task Part A (continued)
The Importance of Customer Service

Q3. Good Customer Service benefits everyone. Explain why it is important to the
customer, the business and you.

Customer:

Business:

You:

Q4. Provide an example from your own personal experience of when you have
stopped being a customer due to poor service. Please include the following:
a) How did it make you feel?
b) Did you tell anyone about this bad experience?
c) In your opinion did the person know they were providing poor service?
d) What changes have you made to your customer service as a result of this
experience?

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Assessment Task Part B
Identifying Customer Needs
Review Section 2 of the workbook

Q5. Identify one of your external customers and list two of their needs:

External Customer: Needs:

1.

2.

Q6. Identify one of your internal customers and list two of their needs:

Internal Customer: Needs:

1.

2.

Q7. Give an example (a real life one if you can think of one) where different
customers have the need for different service levels (e.g. quick service vs personal
service). Explain why their needs are different.

Q8. All customers have special needs SOMETIMES, some customers have special
needs ALL OF THE TIME.

TRUE/FALSE

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Q9. What have you done to make a customer with special needs feel welcome and
important to you and your workplace?

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Assessment Task Part C
Customer Service Skills
Review Section 3 of the workbook

Q10. List five personal characteristics you have that makes you good at customer
service.

1.

2.

3.

4.

5.

Q11. What are the 4 key skills necessary for good telephone etiquette?

1.

2.

3.

4.

Q12. Complete the activity on voice control section 3.7 page 30 and include it in this
assessment task.

Q13. Describe the difference between hearing and active listening.

Q14. Why is professionalism and image an important part of customer service?

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Assessment Task Part D
The Legal Environment
Review Section 4 of the workbook

Q15. What legislation now affects service organisations use of customer’s personal
details:
a) Confidentiality Act
b) Privacy Act
c) Freedom of Information Act
d) Trade Practices Act

Q16. Under the National Privacy Principles service organisations must be open with
customers about what they do with the personal details they have about a customer.

TRUE / FALSE

Q17. We all have an obligation to ensure our customers’ privacy. What do you do in
the following situations to ensure you meet this requirement? Where appropriate
refer to any policies and procedures at your workplace.

What customer details do you obtain?

Confirming the customer’s identity PRIOR to giving out confidential information:

Storage of customer personal Information:

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Assessment Task Part E
Delivering Good Customer Service
Review Section 5 of the workbook

Q18. What are the 4 steps necessary to deliver good customer service?

1.

2.

3.

4.

Q19. Give an example of an open question.

Q20. When would you use a probing question with your customer? Please give an
example.

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Q21. Write 3 examples of when you have provided great customer service and
explain what made these special.

1.

2.

3.

Q22. We have all had occasions were a customer enquiry can’t be answered
immediately. How would you handle this enquiry so the customer is informed of the
progress of their enquiry. Refer to your organisation’s policy if there is one, and
identify if your actions were in line with policy.

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Q23. Describe a situation such as those referred to on page 65 where an enquiry or
problem may be outside your authority or ability to resolve.
List the procedures in your organisation for referring the matter to the appropriate
person.

Q24.Choose 2 of the following scenarios and answer the following:

a. Is this an example of good service? Why, Why not
b. If you were the owner of this business would you be happy with the service
provided, please explain your answer; and
c. Identify any of your workplace procedures that haven’t been met.

Scenario 1

A customer returns to your business after recently purchasing a new ensemble bed.

The sales person remembers the initial purchase as the customer had told them
about their up coming wedding and that the bed was the first piece of furniture they
were purchasing as a couple. The salesperson asked about the wedding plans and
how could they help them today.

The customer is quite frustrated that the top mattress keeps slipping off the base
during the night.

They state that the bed is very comfortable but on hot nights the plastic covering on
the mattress makes them sweat
With a smile on their face the salesperson says to the customer that they can’t
believe that anyone would be silly enough to leave the protective plastic on the
mattress. They then go on to say “the plastic is there to protect the mattress during
delivery, and it wont make the mattress last any longer leaving it on now”.

The customer leaves feeling very embarrassed and you over hear their parting
comment of “It’s the last time I’ll walk into this store.”

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Scenario 2

A new bank customer phones your call centre to complain about the fees that they
have been charged over the last 3 months since opening the account.
The customer service officer greets the customer by their name and requests their
personal details to ensure that they have the correct account information on screen.
After looking at the transaction history of this customer they see that the person
frequently visits ATMs multiple times in one day. The bank officer tells the customer
that they need to work out their finances better and reduce the number of times they
take small amounts out of an ATM, if they can’t help themselves and be better
organised then they will continue to pay excess transaction fees.

Scenario 3

A very popular locally owned takeaway food business owned and operated by a
husband and wife who refuse to employ additional staff due to prior bad experiences.
has a unique way of taking customer orders.
In peak periods it is not unusual for customers to be left waiting for in excess of 5
minutes prior to having their orders taken, as it is business practice to complete
current orders prior to taking any new ones. Once all orders are completed they will
then ask all those waiting in the shop for their orders, and so it goes on.
It is not unusual to see people leaving the shop prior to ordering, presumably to find
another food outlet.
This business has been running for over 25 years.

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Assessment Task Part F - Workplace Information
Review Section 6 of the workbook

Q25. List a range of customer enquiries where you would need to access customer
information and update their details

Customer Enquiry Information needed Details Updated

Q26. Identify three workplace documents or procedure manuals that help you
answer customer enquiries.

1.

2.

3.

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Q27. Identify one customer service policy in your organisation and explain what it is,
and why it is in place.

Q28. How is information communicated in your

workplace?

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Q29. Complete a work log for 1 week and identify the type of enquires you receive,
what information needs to be given to the customer and where you obtain this
information from.

Enquiry received: Information Given: Where information was

obtained from:

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Assessment Task Part G - Customer Feedback
Review Section 7 of the workbook

Q30. Why is it important to get feedback from customers and pass that information
on to your manager?

Q31. Why is it important to keep existing customers?

Q32. List 2 things you could do for your customers to keep them loyal to our
organisation.

1.

2.

Q33. Explain the procedures for communicating customer feedback in your

workplace. Give an example of how this could be improved?

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Assessment Task Part H –
Gaining value from Customer Feedback
Review Section 7 of the workbook

Q34. From the information of the different ways to gain

information select one that would be best suited to your
organisation and explain why.

Q35. Identify a procedure where changes would increase customer satisfaction.

Include in your answer what the current weaknesses are and the steps you would
introduce to improve this.

Q36. How feedback is communicated to customers is important.

Select 2 ways you prefer to provide feedback to your customers, you can chose from
the ones covered in the workbook or others that you may already use.

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Q37. Explain how you store the information obtained from customers for future
reference.

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Assessment Task Part I – Customer Service 1 Step
More

Q38. Briefly describe the four customer service standards and provide examples
from your own experience.

1.

2.

3.

4.

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Q39. Mr Davis has arrived at the counter and has promptly started to shout at the top
of his voice that your organization is incompetent. What would you do to get Mr
Davis away from the counter?

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Assessment Task Part J – Products and Services

Q40. List the products and services that your organisation provides, or that you provide to your internal customers. Identify 3 features for each
product or service you list. Then identify why your customers would benefit from that feature.

Use the following table:

Product or Service 1:

Feature: Benefit to Customer: Major selling Point

1.

2.

3.
Product or Service 2:

Feature: Benefit to Customer: Major Selling Point

1.

2.

3.
Product or Service 3:

Feature: Benefit to Customer: Major Selling Point

1.

2.

3.

Cert IV Business Administration & Financial Service Students Stop Here

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Assessment Task Part K – Customer Service
Management

Read Chapter 14 on Managing for Ever-Improving Quality and Customer Service in

the textbook Management written by Kris Cole. Use it and your personal experiences
as the basis for answering the following questions:

Q41. In approximately 1 - 2 pages prepare a Report describing to what extent your

organisation (or section) is a “customer service organisation”.

In your answer consider the following questions from the textbook:

a. What are the key customer service requirements in your section of your
workplace? Consider quality, time and cost and other issues that would be
important to your customers.
b. How can you measure customer service and what does the current data say
about your delivery levels?
c. Do our customers believe we meet their needs properly?
d. Are we known for delivering what we promise?
e. Do we give our customers the attention they deserve?
f. Do we tell our customers about our products and services using words they can
understand?
g. Do we listen to what our customers tell us?

Q42. Implement a measurement of staff performance in customer service and record

your results or attach your monitoring sheets…

The following checklist is a sample of one way of observing key aspects of customer
service delivery, which you may tailor, and use as appropriate if you do not have a
process already in place.

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 SAMPLE
Dear Supervisor,

Please complete the following checklist verifying that your employee has acquired the
listed skills. If you feel your employee has not yet acquired the skills and would like
assistance please contact the College.

Supervisor’s Checklist
(Please mark off student’s ability to:) Yes No
Can identify internal and external customers  

Presents themself professionally  

Greets customers appropriately  

Establishes rapport with customers  

Appropriate active listening skills applied  

Uses a range of questioning skills such as open and probing  

questions to identify customers needs
Clarifies details with the customer  

Explains information clearly to customers  

Refers to brochures and workplace information to provide  

answers and information as appropriate
Professionally seeks assistance where necessary  

Stays calm and patient when receiving complaints or criticism  

Refers complaints where appropriate  

Other customer service skills important to your workplace:  

 
 

Q43. In 1 – 2 pages describe what processes you have in place to manage customer
complaints? Identify the following points:
a) How to encourage customer comment and feedback
b) How to train staff to respond positively
c) How to address the customers immediate issue
d) How to ensure it doesn’t happen again ie continuous improvement

If you do not have a process in place – design one you feel would be suitable that
addresses those activities.

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Workplace Verification
Certificate IV Students Business Administration, Frontline Management,
Customer Contact & Financial Services
Dear Supervisor,

Please complete the following checklist verifying that your employee has acquired the
listed skills. If you feel your employee has not yet acquired the skills and would like
assistance please contact the College.

Supervisor’s Checklist
(Please mark off student’s ability to:) Yes No
Can identify internal and external customers  

Presents themself professionally  

Greets customers appropriately  

Establishes rapport with customers  

Appropriate active listening skills applied  

Uses a range of questioning skills such as open and probing  

questions to identify customers needs
Clarifies details with the customer  

Explains information clearly to customers  

Refers to brochures and workplace information to provide  

answers and information as appropriate
Professionally seeks assistance where necessary  

Stays calm and patient when receiving complaints or criticism  

Identify products and services  

Recommends appropriate products & services  

Identify the benefits of products to individual customers  

Maintains customer records efficiently  

Recommends improvements to processes  

Other customer service skills important to your workplace:  

Supervisor’s Name:

Supervisor’s Signature

Date:

Contact Day Time Ph:

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Assessment task Part L
Workplace Project for Diploma Students
Choose one of the following options or contact the College if you have one that you
feel would be suitable.

Your answer must demonstrate:

 Your ability to critically analyse the situation and existing processes and
procedures
 Independent thought and analysis
 Knowledge of customer service management techniques
 Ability to research information

Option A. Customer Satisfaction / Complaints Tracking

Review and Design a way of tracking your Customer Satisfaction or Complaints

Levels. Research and cost the implementation of this tracking system.

Option B. Customer Service Training

Identify areas for improvement in the way your team delivers customer service.
Research and identify customer service training that can be implemented to solve
these areas.

Option C. Support Systems for Customer Service

Identify ways of improving the “support” structure for customer service delivery. These
might be computer programmes, on-line Help systems, procedures manuals,
brochures …

Research and cost implementation of these support tools.

Option D. Managing Inadequate Customer Service Officers

Identify and document the process you would take to manage an employee who has
not met your organisation’s customer service delivery requirements on an on-going
basis. Document the process all the way from initial remedial training to the situation
where the person’s employment would need to be terminated.

Address organisational and industrial relations requirements in your procedures.

Critically review the effectiveness of the processes.

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Feedback on Update of Course Module

Module:

Student:

Date:

About the Learning Resources / Textbooks

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Easy to Use Difficult to Use

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course    

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Comments to explain your answers:

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Problems that need fixing eg typos, unclear material…

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About the Assessment Tasks

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Overall Evaluation / Comments:

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