Order 941665: Deliver and Monitor a Service to Customers

VET ASSESSMENT

Student Practical Observation Assessment

Business Unit/Work Group	TAFE SA Business Services
Qualification Code:	Covers a number qualifications offered by TAFE SA	Qualification Title	Covers a number qualifications offered by TAFE SA
Unit Code/s	BSBCUS301	Unit Title/s	Deliver and monitor a service to customers
Assessment Task Title	BSBCUS301 AA1 Identify needs and deliver service
Student Name		Student SIS ID
Assessor Name		Date

Student Guide for Practical Assessment
Overview of Assessment	· The purpose of this Assessment Activity (AA) is to assess the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in provision of customer services. · The following topics will be covered in the assessment: · Identify customer need · Deliver service to customers · You will be assessed individually. · The assessment for the Unit of Competency will include: · flexible classrooms and/or online · Assessment Activities will include one or more of the following: · role play and supporting documentation · There are multiple tasks within this AA. They can be completed over a period of time as outlined in the time allowed section below.
Task/s to be assessed	To achieve a satisfactory outcome for this AA you must successfully complete and show evidence of the following: Assessment 1 - Case Study · Q1 Case Study 1 (a) Role Play 1 · Q1 Case Study 1 (b) Role Play 2 Assessment 2 – Case Study · Q2 Case Study 2 - Role Play · Q2 Case Study 2 - Customer Complaint Form · 2Q3 Short Answer questions
Time allowed	Allow approx. 2 weeks to complete this AA. Your lecturer will inform you regarding Due Dates.
Location	Flexible Classroom or online depending on your Study Mode.
Decision making rules	To receive a satisfactory outcome for this AA you must successfully complete all tasks correctly.
Assessment conditions	1. Read all AA instructions below carefully before starting the AA, and contact your lecturer if you need more information. 2. Refer to the Business Home Page for student Rights and Responsibilities and other relevant information: http://learn.tafesa.edu.au/course/view.php?id=3494 3. To be found competent in this unit you need to satisfactorily complete all assessment activities for this unit. 4. When you submit your work for this AA you are agreeing that a. You have read and understood the requirements of this AA, and b. That all assessment evidence submitted is your own original work. 5. The AA is unsupervised and open book. 6. All written AAs must be keyed according to the Standards outlined in the Organisational Style and Procedures Guide (see Business Services Homepage for this resource). 7. 8. All AAs are to be submitted to Learn unless otherwise instructed by your lecturer.
Resources required	Resources: You will be required to access the following resources · office equipment such as a printer either at home, in a flexible classroom on campus or a local library · Microsoft office suite eg Word – See TAFE SA Internet for access to student approved versions if required · organisational policies and procedures - provided in this AA · examples of customer complaints and feedback – provided in this AA · case studies as provided in this AA · Audio Recorder · a ‘voice recorder’ app on a mobile phone/tablet · an ‘MP3 recorder’ or recording device · ‘Sound recorder’ or similar software on your computer/ laptop · Internet Resources (Example: Australian Standards/ Procedures manual/Legislation etc) · Business equipment eg photocopier Personnel: Simulated activities will require the support of other people. These people can be: · your manager/supervisor and/or a work colleague · a student also doing this course Contacting another student • go to the Contacting other students forum in this Learn course • Contact your lecturer if you are experiencing an issue organising this with another student(s). Contact your lecturer if you are experiencing an issue organising this discussion. Recording of Role Plays For the Role Play/s you are required to organise a person/s who will assume the role of your Manager/customer or as appropriate. Unless otherwise instructed you will have to record the Role Plays. For recordings you will need to organise a Permission to Record signature using the template at the end of this document. Each recording must be saved and be submitted with your assessment. Contact your lecturer if you are experiencing an issue organising this Role Play.
Results/Re-assessment	· You have the right to one re-submission per AA (unless negotiated with your lecturer). · The assessment outcome and feedback will be provided within 7 to 10 days of the lecturer receiving the work unless notified otherwise. · It is your responsibility to regularly check for assessment feedback, and to action any additional re-assessment requirements requested by the lecturer in a timely manner. · All AA must be successfully completed by the due date issued by the lecturer. · To be deemed successful in this unit you must receive a satisfactory result in all AA for the unit. · For more information, refer to the TAFE SA Assessment and Academic Grievances Policy.
	Is there any Reasonable Adjustment Consideration required? Students with a disability, medical condition or other personal circumstances impacting on their study may be eligible for reasonable adjustments or special consideration in assessment. For more details contact Student Services or speak to your lecturer.
	Marking scale: Satisfactory correctly completed all requirements for this AA Not yet satisfactory further work required for this AA Outstanding work for this assessment activity still needs to be submitted For Learn Users Only · LEARN students will be provided the feedback and outcome of this AA via LEARN · Notification in LEARN will indicate that you have been advised of the outcome of this AA For Non - Learn Users Only · Students not submitting their work to LEARN will be instructed by their lecturer about how to submit their work. · Students will receive feedback and the outcome of this AA on the Assessment Outcome section below. · The student will sign Assessment Outcome at the end of this document and return this document to the lecturer who will retain it for TAFE SA purposes.

Assessment Outcome

Satisfactory:	☐	Not satisfactory:	☐	Outstanding (work)	☐
Re-assessment details (if applicable):
Date of re-assessment: (Attach supplementary observation checklist/s used in re-assessment)
Re-assessment outcomes, if applicable:
Satisfactory:	☐	Not satisfactory:	☐	Outstanding (work)	☐
Feedback to student:

BSBCUS301 Deliver and monitor a service to customers

BSBCUS301 AA1 Identify customer needs and deliver service

You work as a receptionist for Marion Hearing Centre and report to the Office Manager. You also provide administrative support for five (5) health professionals. Before commencing the required activities read the Marion Hearing Centre Policies and Procedures Manual at the end of this document.

1. Case Study 1

You receive the following telephone calls which you must respond to according to the Marion Hearing Centre Customer Service Charter.

a. Role play 1 - Chen Ly is a new client who wishes to see an audiologist on a Tuesday as he has the day off.

b. Role play 2 - Anne Baird is a new client wishes to see an audiologist as her hearing aid is creating great discomfort for her. She works on a full-time basis and wishes to make an appointment after 7:30 pm.

Anne also discusses the challenges she has with her telephone as a result of her hearing aid. You discuss some new products with her. (See the Policies and Procedures at the end of this document.)

Instructions

Record your Role Plays or have your lecturer observe you on-campus. If you are required to record you must save each recording and submitted for assessment.

Your lecturer will assess your recordings to see that you demonstrate that you have:

· used appropriate interpersonal skill

· clarified the customer needs and expectations

· responded according to the organisation’s Policies and Procedure Manual

Submit each recording (if appropriate) otherwise your lecturer will complete an Observation Checklist during face-to-face observation.

2. Case Study 2 - Customer complaints

Pham Zellwellin had previously organised to have a new hearing aid made for him. As agreed he came in to the Centre on Tuesday 7 August XXX to collection his new hearing aid. You made a check-up appointment for him for the following Tuesday 14 August XXX at 9 am. Mr Zellwellin didn’t attend the check-up appointment on the arranged time and instead came in for the appointment on Thursday 16 August at 9 am.

You explain to Mr Zellwellin that he should have attended on Tuesday and that he would be charged a fee for non-attendance at the planned appointment, as per organisational procedures.

Mr Zellwellin advised that he had difficulty understanding you due to the language differences and that he thought you said Thursday not Tuesday. It is evident that English is Mr Zellwellin second language and you realise that you didn’t give him an appointment card with the time and date on it. This is standard practice at Marion Hearing due to your majority client base having hearing loss. It is clear that Mr Zellwellin is very unhappy about the situation.

a. You realise that you have reached a point where you cannot assist Mr Zellwellin further and you decide to telephone your Manager for assistance. During the call you explain what happened, why the customer is upset, why you require assistance and why you could no longer continue to assist the customer.

Towards the end of the discussion Shera agrees to waive the fee and you seek clarification from her regarding the required action and follow-up.

b. Mr Zellwellin comes in to the Centre regarding his complaint. Explain that you spoke to your manager and that usually missed appointments must be charged. However, as he was not given an appointment card, according to the organisations Customer Service Charter, therefore he won’t be charged. Mr Zellwellin appears pleased with this result and shakes your hand. You ask him if he is happy with this resolution. He agrees that he is

c. Your manager has asked you to help Mr Zellwellin complete a complaint form, see below. Please continue your role play and assist him to do so. Mr Zellwellin gives you his contact details.

Instructions

Unless otherwise instructed you will have to record the Role Plays. Save the recording, complete the Permission to Record form and submit for assessment.

Your lecturer will assess your recordings to see that you demonstrate that you have:

· sought assistance from the appropriate person

· used appropriate interpersonal skill

· clarified the customer needs and expectations

· responded according to the organisational Customer Service Charter

Marion Hearing Centre

Policies and Procedures Manual

CUSTOMER SERVICE CHARTER

Marion Hearing Centre requires that staff comply with their Customer Service Charter as follows:

· customer enquiries must be attended to promptly

· phone calls must be answered with “Good morning/afternoon, Marion Hearing Centre, xxx speaking”

· staff must speak clearly

· staff must build a friendly yet professional rapport with clients by using a ‘smile in their voice’

· after booking their initial appointment, new clients should be asked if they will complete a four (4) question Customer Service Survey via email

· new clients must be provided with an appointment within 5 working days of their first contact.

· all clients are to be given an appointment card with the appropriate dates and times

· staff are rostered to take after hours’ appointments if required

· due to Workplace Health and Safety requirements, staff are not allowed to take appointments after 7 pm

· you must communicate with the customer in a clear, concise and courteous manner

· use appropriate interpersonal skills such as effective listening and speaking skills, be attentive, paraphrase and summarise your discussion.

· remember your non-verbal communication skills

· maintain eye contact – if this is appropriate with your customer

· don’t invade their personal space by standing too close to customers

· have a warm, friendly approach

· smile and show empathy

NEW PRODUCTS

Telephone and FM Systems

The Centre has just introduced a new range of telephones and FM systems, designed to work with and enhance life for people with hearing aids. It usually takes around 15 minutes to demonstrate the new product and answer any questions.

FEES AND CONDITIONS

· You must advise any new client of the following:

· Initial consult fee is $125.00

· Cancellations must be made 1 working day in advance to avoid charges being accrued.

MANAGING CUSTOMER COMPLAINTS OR CONCERNS

· Reception staff must always attempt to address customer complaints or concerns as quickly and efficiently as they can according to their own job role.

· Customer Complaints are to be referred to the appropriate Manager.

STAFF

Name	Specialty	Work days	6.00 pm – 7.00 pm appointments
Harry Adams	Senior Audiologist	Mon - Fri	Wed and Thurs
Piotr Jonas	Senior Audiometrist	Mon -Thurs	Tues and Thurs
Jack Goffrey	Senior Audiologist	Tue - Fri	Tues and Thurs
Sue Ling	Senior Audiologist	Wed - Fri	Wed and Thurs
Josie Hower	Senior Audiometrist	Mon, Tues and Fri	Mon and Tues
Office Manager	Shera Williams	Mon - Fri	Nil
Service Delivery Manager	Kevin Bard	Mon -Thurs	Nil

CUSTOMER COMPLAINT FORM
Name (The Customer)
Address	City
State	Postal Code	Phone	Fax
Complaint Taken By (Employee Name) Date:
Description of the Complaint (20 - 30 words)
Corrective Action: (20 - 30 words)
Customer feedback – satisfied with resolution?
How can we avoid this complaint in the future? (20-50 words)
Customer Signature			Employee Signature

Please ensure role play participants complete and sign here:

PERMISSION TO USE AUDIO RECORDING FOR ASSESSMENT PURPOSES

I /we give <insert own name> permission to use this audio recording for assessment of BSBCUS301 Deliver and monitor a service to customers for TAFE SA. This audio will only be used for this purpose.

The following party/ie give permission:

Full name	Signature	Date

TAFE SA Student Practical Observation Assessment Version 2.1

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