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.