BSBCUS301 Deliver and monitor a service to customers Assessment Workbook Table of Contents Table of Contents 1 Assessments 2 Assessment Task 1A 2 Assessment Task 1B 3 Assessment Task 1C 4 Assessment Task 1D 5 Assessment Task 2A 6 Assessment Task 2B 7 Assessment Task 2C 8 Assessment Task 2D 9 Assessment Task 2E 10 Assessment Task 3A 11 Assessment Task 3B 12 Assessment Task 3C 13 Assessment Task 3D 14 Skills and Knowledge Assessment 15 Practical Assessment 16 Major Assessment 17 Assessments Assessment Task 1A Estimated Time 20 Minutes Objective To provide you with an opportunity to use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations Assessment Question 1: What are three keys steps to have a successful customer/supplier interaction? Question 2: What are three examples of customer needs and expectations? Question 3: What are five examples of interpersonal skills? Question 4: Based on the above list, pick out three and expand on your understanding of the examples. Question 5: Assume that you work at a café as a barista, what should you do if you don’t understand a complicated coffee order? Assessment Task 1B Estimated Time 30 Minutes Objective To provide you with an opportunity to assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements Assessment Question 1: Why is it important to work out if the customer request is urgent? Question 2: Imagine that you run a successful café or bar (or both!) it is Saturday evening – your busiest time! What three factors might alter the delivery of food and drinks to your clients? What should you tell your staff to say to your customers? Question 3: Based on your experience, what are some signs that will help you assess a customers’ other needs for urgency and determine priorities in a retail environment? Question 4: What are four organisational and legislative requirements that may affect their ability to deliver on client needs? Assessment Task 1C Estimated Time 20 Minutes Objective To provide you with an opportunity to use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options Assessment Question 1: Why is reflective questioning effective in meeting customer needs? Question 2: What are four examples of poor listening skills? Question 3: What are four examples of good listening skills? Question 4: Describe the key elements of effective communication when interacting with customers. (write at least three) Assessment Task 1D Estimated Time 20 Minutes Objective To provide you with an opportunity to identify limitations in addressing customer needs and seek appropriate assistance from designated individuals Assessment Question 1: Based on your experience, describe at least two limitations that a café (or another industry that you are familiar with) will have.

1. BSBCUS301
Deliver and monitor a service to customers
Assessment Workbook
Table of Contents
Table of Contents 1
Assessments 2
Assessment Task 1A 2
Assessment Task 1B 3
Assessment Task 1C 4
Assessment Task 1D 5
Assessment Task 2A 6
Assessment Task 2B 7
Assessment Task 2C 8
Assessment Task 2D 9
Assessment Task 2E 10 Assessment Task 3A 11 Assessment
Task 3B 12
Assessment Task 3C 13
Assessment Task 3D 14

2. Skills and Knowledge Assessment 15
Practical Assessment 16 Major Assessment 17
Assessments
Assessment Task 1A
Estimated Time 20 Minutes
Objective To provide you with an opportunity to use appropriate
interpersonal skills to accurately identify and clarify customer
needs and expectations
Assessment Question 1: What are three keys steps to have a
successful customer/supplier interaction?
Question 2: What are three examples of customer needs and
expectations?
Question 3: What are five examples of interpersonal skills?
Question 4: Based on the above list, pick out three and expand
on your understanding of the examples.
Question 5: Assume that you work at a café as a barista, what
should you do if you don’t understand a complicated coffee
order?
Assessment Task 1B
Estimated Time 30 Minutes
Objective To provide you with an opportunity to assess
customer needs for urgency to determine priorities for service

3. delivery according to organisational and legislative
requirements
Assessment Question 1: Why is it important to work out if the
customer request is urgent?
Question 2: Imagine that you run a successful café or bar (or
both!) it is Saturday evening – your busiest time! What three
factors might alter the delivery of food and drinks to your
clients? What should you tell your staff to say to your
customers?
Question 3: Based on your experience, what are some signs that
will help you assess a customers’ other needs for urgency and
determine priorities in a retail environment?
Question 4: What are four organisational and legislative
requirements that may affect their ability to deliver on client
needs?
Assessment Task 1C
Estimated Time 20 Minutes
Objective To provide you with an opportunity to use effective
communication to inform customers about available choices for
meeting their needs and assist in the selection of preferred
options
Assessment Question 1: Why is reflective questioning effective
in meeting customer needs?
Question 2: What are four examples of poor listening skills?
Question 3: What are four examples of good listening skills?

4. Question 4: Describe the key elements of effective
communication when interacting with customers. (write at least
three)
Assessment Task 1D
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify
limitations in addressing customer needs and seek appropriate
assistance from designated individuals
Assessment Question 1: Based on your experience, describe at
least two limitations that a café (or another industry that you
are familiar with) will have in meeting the requirements of their
business.
Question 2: Describe in at least one sentence each how the
following can assist you in customer service:
A colleague assists you
Other customers can assist you
Assessment Task 2A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to provide prompt
service to customers to meet identified needs in accordance with
organisational and legislative requirements
Assessment Question 1: Describe three customer service
standards that may be seen in an organisation. Write at least a
sentence for each answer.

5. Question 2: Describe a situation when you have received prompt
service. Describe in at least two sentences how you felt.
Question 3: Write at least three sentences describing how
legislation affects prompt customer service.
Assessment Task 2B
Estimated Time 15 Minutes
Objective To provide you with an opportunity to establish and
maintain appropriate rapport with customers to ensure
completion of quality service delivery
Assessment Question 1: What is meant by the term Rapport?
Question 2: What are three ways in which you could build
rapport?
Question 3: What, in your opinion, does the term “Quality
Service Delivery” mean?
Assessment Task 2C
Estimated Time 25 Minutes
Objective To provide you with an opportunity to sensitively and
courteously handle customer complaints in accordance with
organisational and legislative requirements
Assessment Question 1: Describe two opportunities that
complaints present to an organisation. (Write at least two
sentences for each).
Question 2: What are the steps that you should follow when
dealing with a complaint?

6. Question 3: Name three rights a supplier has when dealing with
customer complaints.
Question 4: ‘Create fans from complaints’. Describe in two or
more sentences what this means for you.
Assessment Task 2D
Estimated Time 20 Minutes
Objective To provide you with an opportunity to provide
assistance or respond to customers with specific needs
according to organisational and legislative requirements
Assessment Question 1: What are three examples of clients who
may have special needs?
Question 2: Why is it important to provide assistance or respond
to customers with specific needs? (write at least two sentences)
Question 3: Give two different examples of how you could
provide assistance or respond to customers with specific needs.
Assessment Task 2E
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify and
use available opportunities to promote and enhance services and
products to customers
Assessment Question 1: In addition to generating additional
sales, what does interaction with clients provide additional
opportunities to do?

7. Question 2: Why is it important to promote and enhance
services and products to customers?
Assessment Task 3A
Estimated Time 25 Minutes
Objective To provide you with an opportunity to regularly seek
and review feedback relating to customer satisfaction with
service delivery using verifiable evidence according to
organisational and legislative requirements, and use this to
improve the provision of products and services
Assessment Question 1: What might happen if you are not
regularly recording the organisations’ excellence in customer
service?
Question 2: What is meant by the term, “Verifiable evidence”?
Question 3: What are three examples of verifiable evidence?
Question 4: Why is it important to regularly review customer
satisfaction of service delivery? (write at least two sentences)
Assessment Task 3B
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify
opportunities to enhance the quality of service and products,
and pursue within organisational and legislative requirements
Assessment Question 1: Imagine that you are the manager of a
restaurant that is open Friday-Sunday for lunch and Wednesday-
Sunday for dinner. In one week, the following have been
documented:

8. • 4 complaints about the wrong meal (2 on Thursday night, 1 on
Friday night;
1 on Sunday lunch);
• 2 complaints about slow service on Thursday night (‘not
enough staff’ according to one customer);
• 2 meals cold (one on Sunday lunch; not sure of the other);
• 3 people didn’t like their dessert.
a) Review this feedback. Write three questions that need to be
asked about staff, processes, table numbers, and menu.
staff –
processes –
table numbers –
menu –
b) Describe one organisational process that could be
implemented in relation to one part of this situation.
Question 2: Discuss three changes that can be made to the Hair
salon based on the scenario outlined in this section of your
Learning Guide. (write at least two sentences for each).
Assessment Task 3C
Estimated Time 20 Minutes
Objective To provide you with an opportunity to monitor

9. procedural aspects of service delivery for effectiveness and
suitability to customer requirements
Assessment Question 1: Why is it important to monitor the
process of service delivery? (write at least four points).
Question 2: Imagine that you run a successful café, what are
five effective methods of service delivery that you could
observe your staff doing?
Question 3: Why do you think that you should have a standard
operating procedure checklist for when monitoring your staff
performance?
Question 4: What two methods could you use to verify
effectiveness of service delivery for customer requirements?
Assessment Task 3D
Estimated Time 25 Minutes
Objective To provide you with an opportunity to ensure reports
are clear, detailed and contain recommendations focused on
critical aspects of service delivery
Assessment Question 1: What role do recommendations play
when writing reports?
Question 2: When reporting on service delivery, why is it
important to ensure that reports are clear and specific?
Skills and Knowledge Assessment
Estimated Time 45 Minutes
Objective To provide you with an opportunity to demonstrate

10. your knowledge of the foundation skills, knowledge evidence
and performance evidence.
Assessment The answers to the following questions will enable
you to demonstrate your knowledge of:
• Reading
• Writing
• Oral communication
• Navigating the world of work
• Interacting with others
• Getting the work done
• Key provisions of relevant legislation from all levels of
government that may affect aspects of business operations
• Organisational policy and procedures for customer service,
including handling customer complaints
• Examples of verifiable evidence that could be used to review
customer satisfaction
• The interpersonal skills needed for serving customers,
including customers with
specific needs
Answer each question in as much detail as possible.
Question 1: Identify three types body language you should
monitor when talking with a customer.

11. Question 2: Give an example of an actual complaint which you
have personally experienced, briefly outlining the nature of the
complaint and the steps you took to deal with and/or resolve it
following policy and procedures. (Your answer should be at
least four steps).
Question 3: Give four examples of verifiable evidence that can
be used to review customer satisfaction.
Question 4: Describe the interpersonal skills that are necessary
when serving customers, including customers with specific
needs. (write at least three sentences)
Instruction 1: Design a suitable complaint form for an
organisation that you are familiar with (e.g. your employer, or
Lexis). Make sure to include provision for the following points:
1. Client contact details
2. The date and time of the complaint
3. The reason for the complaint
4. Feedback from an employee, and
5. Anything else that you feel is relevant for lodging a
complaint
Practical Assessment
Estimated Time 5-10 Minutes
Objective To provide you with an opportunity to demonstrate
your knowledge of the entire unit.

12. https://educationprofs.website/
Presentation This is a practical demonstration – your instructor
will schedule a time for your group performance.
You are new to Super Z-Mart and work at the return desk. There
are two customers waiting to return an item. One old man is
sitting in a wheelchair and visibly agitated that he has to wait to
return his camping bag.
The second person is a young male. He wants to return a pair of
trousers. It seems that he is not in a hurry at all; he is playing
with his mobile devise and hardly pays any attention.
Make sure you cover the following points:
1. Assess customer needs and prioritise for urgency
2. Sensitively and courteously handle customer complaints
3. Identify limitations in addressing customer needs and seek
appropriate assistance from a senior staff member
4. Reassure the customer and provide assistance to rectify the
complaint
Instructions:
After the role play –
• Attach anything that you have prepared for this role play
Major Assessment

13. Estimated Time 1 Hour
Objective To provide you with an opportunity to demonstrate
your knowledge of the entire unit.
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Assessment You must individually answer the following
questions in full to show you competency of each element:
1. Identify customer needs
2. Deliver a service to customers
3. Monitor and report on service delivery
Instruction 1: You are required to develop a Customer Service
plan for the business that you used in the Skills and Knowledge
Question above (or you may choose another business/industry,
for example, a restaurant, a clothes shop, a book shop, a street
vendor or a website designer working from home).
Your guide should include the following headings (you will
need to write 3-5 sentences on each):
1. Our Customer Service vision
2. Our Customer needs
3. How to identify customer needs
4. Our customer service standards
5. Techniques for relationship building with our customers,

14. including rapport
6. Our Customer Service strategies
7. How to resolve Customer difficulties and complaints
8. How to get feedback about our Customer Service skills
9. Ways to encourage feedback and record it!
10. Updating this plan. When, who, how, why?
Answers will vary considerably. Care should be taken that they
have carefully though through their response to each question,
and that their learning is evident.
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LTTC BSBCUS301 Assessment Workbook V3.01219