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Student Assessment
Student Name:
Student Number:
Written Questions and Answers
Assessment is all about collecting evidence and making decisions as to whether or not a student has achieved competency. Students are required to answer all the questions. Evidence is information gathered that provides proof of competency. While evidence must be sufficient, trainers and assessors must focus on the quality of evidence rather than the quantity of evidence.
Assessment Outcome Written Questions
Assessed by ______________________________________________
Assessor Signature_________________________ Date _________
Project 1 – Case Study Report
Activity
(What is to be done?) |
Objective
(Why will we do it?) |
Resources
(Where will it be done?) |
Procedures
(How will it be done?) |
Responsible person
(Who will do it?) |
When? | Budget |
Train sales staff to provide after sales product support. | To multi-skill retail product staff and to improve the level of after sales product support | It will be done across all the 150 retail outlets. | Deliver training programs | Retail outlet managers | 31 August | In house. Additional resources available but a business case is required. |
As a manager you need to develop and manage your marketing plan to align with the business plan. Develop a marketing plan where you break the overall activity into small tasks, timelines and responsibilities assigned for each task and milestones, is the best way. Include implementation, monitoring, reviewing of the plan covering how you will handle complex complaints and system problems that lead to poor customer service.
In your marketing plan, ensure you address these points below on how to:
Assessor needs to use the below checklist to assess the Case Study.
Items | Yes/ No | Comments |
1 develop and manage organisational systems for quality customer service | ||
2 develop and review plans, policies and procedures for delivering and monitoring quality customer service | ||
3 implement policies and procedures to ensure quality customer service | ||
4 solve complex customer complaints and system problems that lead to poor customer service | ||
5 monitor and assist teams to meet customer service requirements | ||
6 develop, procure and use human and physical resources to support quality customer service delivery |
Assessed by ______________________________________________
Assessor Signature_________________________ Date _________
Business, Accounting and Finance
BSBCUS501 Manage quality customer service |
Assessment Outcome Record
In order to be deemed competent in this unit, the candidate must answer all written questions correctly and satisfactorily complete all practical tasks. In order to complete all practical tasks, all Observation Criteria need to be satisfied, i.e. demonstrated and marked as an 'S'. The task summary outcome must be noted as satisfactory to note the demonstration of a satisfactory outcome for each practical task requirement.
1.
Needs of customers is essential in planning process as each customer needs vary concerning the product type and perception of quality. Therefore, customer behaviour and customer needs research is significant to understand customer expectation and the level of customer service required.
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