Question:
Task 1: Online Moodle Quizzes
You will be completing online Moodle quizzes for each topic to demonstrate your knowledge of the unit requirements. These are selfmarking.
Task 2: Questioning
You will be demonstrating a sound knowledge of the unit requirements in your responses to short and long answer questions.
Task 3: Project: Managing customer service at work
You will be demonstrating the required skills and knowledge by completing a scenario-based project.
Task 4: Observation
Your performance will be documented while being observed by your assessor in a simulated off-the-job situation that reflects the workplace.
1.What is meant by ‘quality’ when referring to customer service?
List common service standards for the provision of quality customer service.
Identify two best practice approaches to customer service standards.
Outline how equal employment opportunity legislation may impact customer service.
Outline how anti-discrimination legislation may impact customer service.
Outline how competition and consumer protection legislation may impact customer service.
Outline how privacy legislation may impact customer service.
Outline how industrial relations legislation may impact customer service.
Outline how work health and safety legislation may impact customer service.
Outline how environmental issues may impact customer service.
Outline how relevant codes of practice may impact customer service.
Explain two principles or techniques related to customer behaviour.
Explain two techniques for customer needs research.
Summarise your understanding of public relations relevant to customer service.
Summarise your understanding of product promotion relevant to customer service.
Describe a common policy or procedure approach for handling customer complaints.
Outline techniques you may use for dealing with customers with special needs.
What mathematical information might you need to interpret, understand and use in providing great customer service?
List two physical and human resources you may require to effectively provide quality customer service.
What strategies might you use to obtain customer feedback?
List two systems, records or reports you might access to review customer service levels.
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