VET ASSESSMENT Student Practical Observation Assessment .docx

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:☐
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
Page 10 of 10
S:BJIT_Bus_TeamRR&DResources - AccreditedBSBCUS301
Deliver and monitor a service to
customersAssessmentBSBCUS301 AA1 Identify needs and
deliver service 090218.docx
Customer Service Survey
Greetings Marion Hearing Centre customer,
Thank you for choosing Marion Hearing Centre for your hearing
appointment. Can we please ask that you take a few minutes of
your time to complete a survey to further assist us with
continuing to provide the best customer service and products we

possibly can.
Question 1:
About the customer service provided at point of arrival, do you
feel you were given a friendly greeting and acknowledged in a
reasonable amount of time?
Please rate from 1 – 10. 1 being lowest satisfaction – 10 being
extremely satisfied
1
2
3
4
x 5
6
7
8
9
10
Question 2:
Do you feel the service representative was prepared for your
arrival with documentation ready and clearly explained?
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 3:
Was the work to be carried out, along with price, explained and

were you given the opportunity to raise any concerns?
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 4:
Do you feel your concerns were heard and addressed?
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 5:
Were you given a reasonable timeline in the waiting area?
extremely satisfied
1
2
3

4
5
6
7
8
9
x 10
Question 6:
How would you rate your overall level of customer service?
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 7:
Were you happy with the state of our reception area? For
example, was it clean and presented well?
extremely satisfied
1
2
3
4
5
6
7

8
x 9
10
Question 8:
How likely are you to return and recommend Marion Hearing
Centre to family and friends?
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 9:
I was happy with the way my confidential details were stored
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10

Date of appointment:__3/12/xx_______________
Are there any other comments with regards to the level of
customer service you received you would like to add?
The woman was talking to her friend on the phone when I
arrived. Should have stopped and served me.
If you left not satisfied with the customer service or level of
product service you expected, can you please describe why?
Thank you for taking the time to complete this survey. Your
feedback is most important and will help us improve our level
of service.
possibly can.
Question 1:
extremely satisfied
1
2
3
4

5
6
7
8
x 9
10
Question 2:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8

9
x 10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 6:

extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 8:
extremely satisfied
1

2
3
4
5
6
7
8
9
x 10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Date of appointment: _7/12/xx________________

of service.
possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 2:

extremely satisfied
1
2
3
4
x 5
6
7
8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 4:
extremely satisfied
1
2
3
4

5
6
7
8
x 9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10

Question 7:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 8:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 9:

and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Date of car service:_7/12/xx________________
They couldn’t find my booking. Sorted it out eventually.
of service.

possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 2:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10

Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 5:
extremely satisfied

1
2
3
4
5
6
7
8
9
x 10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 7:
extremely satisfied
1
2
3
x 4

5
6
7
8
9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8

9
x 10
Hearing aid was dirty when I picked it up
of service.
possibly can.
Question 1:
extremely satisfied
1
2

3
4
5
6
x 7
8
9
10
Question 2:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6

x 7
8
9
10
Question 4:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 6:

extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 8:
extremely satisfied

1
2
3
4
5
6
x 7
8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Date of appointment:_____12/12/xx____________

of service.
possibly can.
Question 1:
extremely satisfied
1
2
x 3
4
5
6
7
8
9
10
Question 2:

extremely satisfied
1
2
3
x 4
5
6
7
8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 4:
extremely satisfied
1
2
3

4
5
6
x 7
8
9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 6:
extremely satisfied
1
2
3
4
5
x 6
7
8
9

10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 9:

and accessed.
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Staff were standing around chatting when I arrived. Continued
to do so.
Staff were standing around chatting when I arrived. Continued
to do so.
of service.

possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 2:
extremely satisfied
1
2
3
4
5
6

7
8
x 9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10

Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 7:
extremely satisfied

1
2
3
4
5
6
7
8
x 9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4

5
6
7
8
x 9
10
Appreciated the phone call to discuss options for my hearing.
of service.
possibly can.
Question 1:

extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 2:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 3:
extremely satisfied
1
2

3
4
5
6
7
8
x 9
10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
8

x 9
10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 8:

extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Date of appointment:_13/12/xx________________

Staff chatting amongst themselves when I arrived, continued to
do that for a few minutes
of service.
possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
7
x 8
9

10
Question 2:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 4:

extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 6:
extremely satisfied
1
2
3
4

5
6
7
x 8
9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
7

x 8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Date of appointment:____14/12/xx_____________

of service.
Page 18 of 18S:BJIT_Bus_TeamRR&DResources -
AccreditedBSBCUS301 Deliver and monitor a service to
customersAssessmentBSBCUS301 AA2 Customer Service
Surveys 01.docx
possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 2:

extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 4:
extremely satisfied
1
2
3
4

5
6
7
8
x 9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10

Question 7:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 9:

and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Hearing aids weren’t ready when I came back
Hearing aids weren’t ready when I came back
of service.

possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 2:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10

Question 3:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 5:
extremely satisfied

1
2
3
4
5
6
7
8
x 9
10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 7:
extremely satisfied
1
2
3
4

5
6
7
8
x 9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8

x 9
10
Date of appointment:___6/1/xx______________
of service.
possibly can.
Question 1:
extremely satisfied
1
2

x 3
4
5
6
7
8
9
10
Question 2:
extremely satisfied
1
2
3
4
5
x 6
7
8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6

7
8
x 9
10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 6:

extremely satisfied
1
2
3
4
5
x 6
7
8
9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 8:
extremely satisfied

1
2
3
4
5
6
x 7
8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10

No one there when I arrived
of service.
possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 2:

extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 4:
extremely satisfied
1
2

3
4
5
6
7
8
x 9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
8

x 9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10

Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
9
10
Happy with everything
of service.

possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 2:
extremely satisfied
1
2
3
4
5
6
x 7
8
9

10
Question 3:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 4:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 5:

extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 6:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 7:
extremely satisfied
1
2
3

4
5
6
x 7
8
9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
x 7

8
9
10
Date of appointment: __10/1/xx_______________
Everything was fine
of service.
possibly can.
Question 1:
extremely satisfied
1

2
3
4
5
6
7
x 8
9
10
Question 2:
extremely satisfied
1
2
3
x 4
5
6
7
8
9
10
Question 3:
extremely satisfied
1
2
x 3
4
5

6
7
8
9
10
Question 4:
extremely satisfied
1
2
x 3
4
5
6
7
8
9
10
Question 5:
extremely satisfied
1
2
3
4
5
x 6
7
8
9
10

Question 6:
extremely satisfied
1
2
3
4
x 5
6
7
8
9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 8:

extremely satisfied
1
2
3
4
5
x 6
7
8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
They didn’t know what I wanted with my new hearing aids. Had
to explain it all again.

They didn’t know what I wanted with my new hearing aids. Had
to explain it all again.
of service.
possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10

Question 2:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 4:

extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 6:
extremely satisfied
1
2
3
4
5

6
7
8
9
x 10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Question 8:
extremely satisfied
1
2
3
4
5
6
7
8

9
x 10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
9
x 10
Very happy, thank you
of service.

7
x 8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10

Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 7:
extremely satisfied

5
6
7
8
x 9
10
of service.
possibly can.
Question 1:

extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 2:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 3:
extremely satisfied
1
2

3
4
5
6
7
x 8
9
10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
x 8

9
10
Question 6:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 8:

extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10

of service.
possibly can.
Question 1:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10

Question 2:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 4:

extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 6:
extremely satisfied
1
2
3
4
5

6
7
8
x 9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
7
8

x 9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Staff on personal call when I arrived, took too long
of service.

possibly can.
Question 1:
extremely satisfied
1
2
x 3
4
5
6
7
8
9
10
Question 2:
extremely satisfied
1
2
3
4
x 5
6

7
8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
8
x 9
10

1
2
3
4
5
6
7
8
x 9
10
Question 8:
extremely satisfied
1
2
3
4
5
6
x 7
8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4

5
6
7
8
x 9
10
Receptionist talking to a friend when I arrived, didn’t hurry to
finish call
Receptionist talking to a friend when I arrived, didn’t hurry to
finish call
of service.
possibly can.
Question 1:

extremely satisfied
1
2
3
x 4
5
6
7
8
9
10
Question 2:
extremely satisfied
1
2
3
x 4
5
6
7
8
9
10
Question 3:

extremely satisfied
1
2
3
4
5
x 6
7
8
9
10
Question 4:
extremely satisfied
1
2
3
4
5
x 6
7
8
9
10
Question 5:
extremely satisfied
1
2
3
4
5

x 6
7
8
9
10
Question 6:
extremely satisfied
1
2
3
x 4
5
6
7
8
9
10
Question 7:
extremely satisfied
1
2
3
4
5
x 6
7
8
9

10
Question 8:
extremely satisfied
1
2
3
x 4
5
6
7
8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
x 6
7
8
9
10

Staff chatting to each other, left me waiting
Staff chatting to each other, left me waiting
of service.
possibly can.
Question 1:
extremely satisfied
1
x 2
3
4
5

6
7
8
9
10
Question 2:
extremely satisfied
1
2
x 3
4
5
6
7
8
9
10
Question 3:
extremely satisfied
1
2
3
4
5
6
7
x 8
9

10
Question 4:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 5:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 6:
extremely satisfied

1
2
3
x 4
5
6
7
8
9
10
Question 7:
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Question 8:
extremely satisfied
1
2
3

4
x 5
6
7
8
9
10
Question 9:
and accessed.
extremely satisfied
1
2
3
4
5
6
7
x 8
9
10
Date of appointment: _____23/1/xx____________
Not happy to wait while staff discuss their weekend

Not happy to wait while staff discuss their weekend
of service.
Page 1 of 26S:BJIT_Bus_TeamRR&DResources -
AccreditedBSBCUS301 Deliver and monitor a service to
customersAssessmentBSBCUS301 AA2 Customer Service
Surveys 02.docx
TAFE SA VET ASSESSMENT
Student Written Assessment
Business Unit/Work Group
TAFE SA Business ServicesQualification Code
Covers a number qualifications offered by TAFE
SAQualification Title
Unit Code/s
BSBCUS301Unit Title/s
Deliver and monitor a service to customersAssessment Task
Title
BSBCUS301 AA2 Monitor and report on service
deliveryStudent Declaration
I hereby declare that the material herein submitted for
assessment is my own work except where specifically
acknowledged and referenced.Student Name
Student SIS ID
Student Signature
Date
Assessor Name
Student guide for Written assessmentOverview 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:
· Monitor and report on service delivery
· You will be assessed individually.
· The assessment for the Unit of Competency will include:
· flexible classroom and/or online
· AAs will include the following:
· role play, short answer questions, document writing
· 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 Assessment Activity
you must successfully complete all of the following tasks:
Question 1a. Case Study Research Activityb. Project Planc.
Customer Survey Summary Table (01)
Question 2a. Customer Survey Summary Table (02)b.
Opportunity for improvement short answer question c. Short
informal report
Question 3· Customer Service Charter Short answer question
Question 4· Short answer question on Legislation
Question 5· Following Organisational policies and procedures
Question 6· A Baird - responding to customer requests for
information 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 assessment you must

answer all questions 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 AAs 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. 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
· Internet Resources (Example: Australian Standards/
Procedures manual/Legislation etc)
· Business equipment eg photocopier
· Organisational Style and Procedures Guide (see Business
Services Homepage for this resource).Results/Reassessment
· You have the right to one re-submission per assessment
activity (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 AAs 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 assessment activity
Not yet satisfactory

further work required for this assessment activity
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 Assessment Activity
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:☐
Re-assessment details (if applicable):
Date of re-assessment:
(Attach supplementary observation checklist/s used in re-
assessment)
Re-assessment outcomes, if applicable:

Satisfactory:☐
Feedback to student:
BSBCUS301 Deliver and Monitor a Service to Customers
BSBCUS301 AA2 Monitor and report on service delivery
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’s
Policies and Procedures Manual at the end of this document.

1. Case Study 1
a. Your Manager has decided that it is time to review the survey
form that is currently used to monitor customer feedback. Shera
has asked you to research and provide at least three (3)
examples of tools that can be used to review customer
satisfaction.
Submit the 3 examples for assessment.
b. As a part of your job role you are required to:
· review customer satisfaction
· monitor the effectiveness of the organisation’s procedures for
service delivery
· identify any opportunities to improve the quality of the
organisation’s service
The Delivery Services Manager, Keven Bard has asked you to
work on a project where you will consult with staff about how
the Service Reception area operates, monitor and review
operations to identify if improvements are required.
Over the last month, you have consulted with staff working on
reception and have instructed them to ask customers to complete
a satisfaction survey. They have given you the completed
surveys filed as BSBCUS301 AA2 Customer Service Surveys
01. (The surveys are located in the Resources tab of Learn
unless otherwise advised by your lecturer).
Using the Project Plan Template in the Policies and Procedures
Manual plan how you will complete all requirements for Case
Study 1 eg communicate with staff, meet with staff, commence
the survey, collate information.
Submit the completed Project Plan for assessment.
c. A month later and all the BSBCUS301 AA2 Customer Service

Surveys 01 have been returned and collated. You are now
required to summarise the results of the 9 returned surveys into
a Summary Table.
Using the summary table below:
· adding together the scores of each question to get a total
numbe
· place the total into the Score Given box, and
· enter any comments made by customers into the relevant
‘comments’ box.
BSBCUS301 AA2 Customer Service Survey 01 Summary Table
Survey Question
Highest possible score
Score given
1. Point of arrival
90
2. Documentation ready and explained
90
3. Work and price explained, able to express concerns
90
4. Concerns heard and addressed
90
5. Reasonable timeline in waiting area
90
6. Overall level of customer service
90
7. State reception area – clean and presented well

90
8. Likelihood of returning and recommending Marion Health
Centre
90
9. I was happy with the way my confidential details were stored
and accessed
90
From the survey results list any comments/responses to the
question:
‘Are there any other comments with regards to the level of
customer service you received you would like to add?’
question:
“If you left not satisfied with the customer service or level of
from these surveys

Submit the completed BSBCUS301 AA2 Customer Service
Survey 01 Summary Table for assessment.
2. Outcome of first survey
You presented the completed BSBCUS301 AA2 Customer
Service Survey 01 Summary Table to Kevin and as a result of
the customer feedback he increased the staffing level by 1.0 full
time staff member. He has to justify keeping the staff
permanently to his Manager. Kevin also arranged for the
waiting room to be painted, refurnished and installed a coffee
machine.
You continued the customer satisfaction survey for another
month and it is now time to review the results of the second
survey ie BSBCUS301 AA2 Customer Service Surveys 02 (The
surveys are located in the Resources tab of Learn unless
otherwise advised by your lecturer). You must now report the
findings to Kevin.
a) Open the BSBCUS301 AA2 Customer Service Surveys 02
document and summarise the results of the 13 responses into the
summary table below by:
· adding together the scores of each question to get a total
number
· put this total into the Score Given box, and
· entering any comments made by customers into the relevant
‘comments’ boxes.
BSBCUS301 AA2 Customer Service Survey 02 Summary Table
Survey Question
Highest possible score
Score given

1. Point of arrival
130
2. Documentation ready and explained
130
3. Work and price explained, able to express concerns
130
4. Concerns heard and addressed
130
5. Reasonable timeline in waiting area
130
6. Overall level of customer service
130
7. State of Reception area – clean and presented well
130
8. Likelyhood of returning and recommending Marion Hearing
Centre
130
9. I was happy with the way my confidential details were stored
and accessed
130
question:
‘Are there any other comments with regards to the level of
customer service you received you would like to add?’

question:
“If you left not satisfied with the customer service or level of
from these surveys
Submit the completed BSBCUS301 AA2 Customer Service
Survey 02 Summary Table for assessment.
b) Analyse the feedback received from both surveys, with a
view to identifiying three (3) opportunities to enhance the
quality of service and products. Eg suggestions for
improvements on service delivery. Use the table below to
complete your analysis. In response to each problem provide an
idea/solution (min 150 words).
Problem
Changes Required – Recommendations
c) Report your findings to Kevin, your Service Delivery
Manager. He encourages staff to always present a solution to
any problem. Kevin prefers that reports are presented according
to the Organisational Style and Procedures Guide (see Business
Services Homepage for this resource).

· In the Introduction briefly state what the purpose of the report
is and describe the organisation.(50-150 words)
· Discuss the findings using bullet points (150 – 200 words)
· Use your knowledge of customer service to suggest
recommendations to improve the customer service based on
your findings (200 – 250 words)
3. Your manager has asked you to prepare some brief notes to
add to the Customer Service Charter so that everybody is clear
as to what is meant by interpersonal skills when serving
customers including customers with specific needs (50 – 80
words each).
Required interpersonal skills
Outline of interpersonal skills for serving customers
Verbal communication
Non-verbal communication
Listening skills
Team work
Problem solving
Submit your notes for assessment
4. List and explain three (3) key provisions of the following
legislation and explain how the provisions apply to the
provision of customer service (between 50 – 100 words each):
Legislation

(Include Act name)
Key provisions
(3 per legislation)
Explain Key Provisions and how they apply to customer service
Privacy
Equal Opportunity
Workplace Health and Safety
Submit your response for assessment. If you have completed the
requirements of Q4 in a previous Assessment Activity you are
not required to re-do the task. Submit your previous feedback
from a Lecturer.

5. Using the Marion Hearing Centre Policy and Procedure
Manual explain the organisation’s policy and procedures for
handling customer service , including handling customer
complaints, in the scenarios listed below. (2-3 dot points per
scenario)
Scenarios
Organisational Policy and Procedures (10-30 words)
1.
Customer Arrives
2.
Customer has concerns
3.
Receptions appearance and presentation
4.
Customer has special needs ie has difficulty hearing.
6. In BSBCUS301 AA1 Identify needs and deliver service you
promised to send Anne Baird some information on new products
that would assist her with her use of the telephone. When
checking your email inbox you find the following message:
TO: The Manager
FROM: Anne Baird
When I came to my appointment three week’s ago you promised
to send me some information on some new products/aids that
would assist me with the use of the telephone. I haven’t
received anything and I am tired of waiting. Can you please

send it to me asap. I have since changed my email address to
[email protected]. Please also update my records.
Read through the email carefully to ensure you understand
exactly what Anne Baird requires and send her a “mock” email
addressing her concerns and any other matters in the email that
need attention. Remember to check for spelling and grammar
(25-50 words).
Submit your mock email for assessment.
Marion Hearing Centre
Policy and Procedure Manual
ABOUT THE ORGANISATION
The Marion Hearing Centre is a small centre staffed by fully
qualified and accredited hearing specialists and dedicated
customer service staff.
CUSTOMER SERVICE CHARTER
The Marion Hearing Centre believes that it is important to listen
carefully to the needs of out. Working together with the
customer we will find the perfect hearing solution to meet the
needs of our customers.
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,
Callan Legal, 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
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, Fri
Mon and Tues
Office Manager
Shera Williams
Mon - Fri
Nil
Service Delivery Manager
Kevin Bard
Mon -Thurs
Nil
PROJECT PLAN TEMPLATE
Task
Action/s
Required Resources
Responsible Person
Due Date

TAFE SA Student Written Assessment Version 3.0 ©TAFE
SA
RTO CODE 4106 | CRICOS 00092B
Page 1 of 12
customersAssessmentBSBCUS301 AA2 Monitor and report on
service delivery 090218.docx
TAFE SA Student Written Assessment Version 3.0 ©TAFE
SA
RTO CODE 4106 | CRICOS 00092B
Page 2 of 12
customersAssessmentBSBCUS301 AA2 Monitor and report on
service delivery 090218.docx

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