BSB51918 – Diploma of Leadership and
Management
BSBCUS501 MANAGE QUALITY CUSTOMER SERVICE
Student Workbook
Contents
Instructions to Students ...................................................................................................... 3
Unit Application .................................................................................................................... 3
Prerequisites ......................................................................................................................... 3
Purpose of Assessment ........................................................................................................ 3
Competency/Submission Details ......................................................................................... 3
Re-assessment...................................................................................................................... 4
Appeals.................................................................................................................................. 4
Reasonable Adjustments ...................................................................................................... 5
Learning Resources .............................................................................................................. 5
AT1 Written Knowledge Questions ...................................................................................... 6
AT2 Project ........................................................................................................................... 9
AT3 Case Study ................................................................................................................... 13
Case Study 1 ....................................................................................................................... 14
Case Study 2 ....................................................................................................................... 15
Case Study 3 ....................................................................................................................... 17
APPENDICES ....................................................................................................................... 18
Appendix 1 - Feedback Form Template ............................................................................. 18
Appendix 2 - Standard Operating Procedure..................................................................... 23
Appendix 3 - Customer Journey Map ................................................................................. 24
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Instructions to Students
This workbook contains the details of your assessment and the guidelines for you to be able to
complete it.
Unit Application
This unit describes the skills and knowledge required to develop strategies to manage organisational
systems that ensure products and services are delivered and maintained to standards agreed by the
organisation.
It applies to individuals who supervise the provision of quality customer service within an
organisation’s procedures framework by others. At this level, individuals must exercise considerable
discretion and judgement, using a range of problem solving and decision making strategies.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Prerequisites
There are no pre-requisites for this unit.
Purpose of Assessment
Successful completion of assessments will contribute to the attainment of the following unit of
competency:
BSBCUS501 Manage quality customer service.
Competency/Submission Details
For you to achieve competency in this unit, you are required to complete the following assessment
and submit on the due date specified in your Training Plan. You must achieve a satisfactory outcome
in all assessment tasks.
Assessment Number
Method of Assessment
Assessment 1
Written Knowledge Questions
Assessment 2
Project
Assessment 3
Case Study
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Upon completion of the assessment, your trainer/assessor will mark each assessment task and
complete a Unit Summary Sheet to record the results and feedback. The trainer/assessor will discuss
the results/feedback with you and ask you to sign the declaration as evidence that the feedback
session has occurred.
There are two (2) outcomes of each assessment:
S = Satisfactory
NS = Not Satisfactory (requires more training)
You will be marked as Competent (C) upon completion of the unit when your trainer/assessor is
satisfied that you have completed all assessment tasks and provided the appropriate evidence
required to meet all criteria. Otherwise, you will be marked as Not Yet Competent (NYC) and provided
an opportunity for re-assessment.
To record your results for the unit, your trainer/assessor will complete the unit summary sheet and
submit it to the training coordinator for a review and quality check. Once it has been cleared by the
training coordinator, the result sheet will be forwarded to the Administration Department for entry
into the Student Management System.
The completed assessment and unit summary sheet will be stored in the individual student’s file.
Re-assessment
If the result of your assessment is Not Yet Competent (NYC), you will be given an opportunity for reassessment. You will only work on the components of the assessment that were marked “Not
Satisfactory”. Please note that MIV will provide you with two (2) attempts for assessment at no cost.
If you do not satisfy the assessment criteria in the 1st attempt then you will be provided with an
opportunity for re-assessment. If you are not able to achieve competency with both of these
opportunities, then you will be required to repeat the unit at your own cost which will also affect your
duration of study.
Appeals
If you are unhappy or do not agree with the result of the assessment, you are advised to speak with
your trainer/assessor. The trainer/assessor will provide an explanation regarding the outcome you
have received and provide appropriate feedback. However, if you are still unhappy, you can bring the
concern to the RTO Manager or formally lodge an appeal (please refer to the Complaint and Appeal
Policy and Procedure).
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CRICOS Provider Code: 03439M
RTO Number: 41264
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Reasonable Adjustments
If you have any special needs or disabilities, reasonable adjustment will be organised in accordance
with MIV’s Students with Special Needs Policy and Procedure.
This may include but is not limited to:
Visual difficulty – we can assist by making adjustments such as enlarging print of documents
and assessment tools and forms.
Physical disabilities – assessment may be broken down into shorter/longer lengths of time
where applicable.
Illness or other medical condition – due date may be extended.
Learning Resources
1. Student workbook
2. PowerPoint Presentation
3. Mercury Pty Ltd. simulated workplace environment
4. Samples of workplace documentation and other resources normally used in the workplace
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AT1 Written Knowledge Questions
Task
For this assessment task you are to answer a series of questions. You are
required to answer all questions in detail, using examples where possible to
demonstrate your understanding.
Take care to read the questions carefully as some many require more than
one answer.
Submission
requirements
All work must be typed in a word document and submitted to your assessor
by the due date. Your work must include a header with the unit name and
code and the footer must include your full name and the assessment name.
Conditions
This is an open book assessment. You may ask your assessor for clarification
on questions, but they are not able to assist you with any answers.
You will be assessed on your ability to:
Resources
answer all parts of the questions and provide examples where asked
draw on the knowledge you have gained throughout the sessions
communicate your thoughts and ideas.
Textbook
Computer with internet access
Pens and handouts
Location
This assessment will be completed during class and own time.
Timeframe
This assessment task should take you approximately 2-4 hours to complete.
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1. When it comes to a good service experience, customers are often looking for the 6 factors
listed. Often when these needs aren't met, complaints can arise around them. For each of
the 6 key customer expectations listed below, identify challenges in the delivery of each, and
techniques to overcome these challenges so that you can proactively manage any cause for
customer concern. Include at least one technique to manage this expectation proactively,
and one technique to manage the challenge reactively, after a complaint has occurred.
Deliver on the promises you make
Understand their needs across all touch points
Be able to access you via online and social media
Customer friendly systems and processes
Easy to engage with you
Take responsibility when things work and when they don't.
2. Describe the benefits for the business and the customer of mapping out the customer
journey.
3. Describe how would you monitor the team’s performance in delivering on the business’
quality and experience standards within a call centre sales environment? Why would these
methods be beneficial?
4. When handling a customer complaint or a return, we have an opportunity to turn a negative
customer experience into a positive one. John has come into your store looking for a repair
for his office coffee machine. He has requested a loan model whilst he waits as it is crucial
to his business. This is not part of your process and your team member Sarah has refused.
John has now put in a complaint and it has been escalated to you, although he has left the
store frustrated and waiting for a response to the problem. Provide a list of steps you could
recommend to Sarah to help them overcome John’s complaint and change his current
negative service experience into a positive one.
5. Collecting customer feedback is essential to identify gaps and strengths within your service
proposition. Which methods of feedback do you believe are most valuable for analysing your
business’ execution of the service delivery strategy? Justify your choices.
6. When resolving a complaint, what techniques do you employ in order to ensure the best
outcome for both the business and the customer? What legal and company policy
constraints need to be considered?
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7. Your organisation has just come under fire on social media for their poor-quality control in
relation to the child car restraints that you offer. A customer has uploaded a video to your
Facebook page of the restraint belts not retracting as the child moves, causing the child to
fall through the seat. The number of negative comments is growing by the minute. Provide
an action plan to manage the situation in a way that controls the damage to the brand and
provides a resolution.
8. Gathering recommendations for customer service processes from internal customers is
beneficial to the continuous improvement of the company’s customer service delivery.
Provide an example of a system you could put in place to ensure each individual’s
recommendations are reviewed and considered. How often would this process take place?
Justify your response
9. Customer service innovations are what keep bricks and mortar stores alive in the rise of ecommerce. Provide an example of a customer service innovation and tell us:
Who was the company, what do they do?
What was the service innovation?
What was the outcome for the customer?
What was the outcome for the business?
Did this have an impact on their permanent customer service processes?
10. What implications does Anti-Discrimination legislation have on managing customer service
within your industry?
11. Describe how Occupational Health and Safety legislation links to customer service. Provide 1
example of an issue that may arise regarding OHS that would compromise your customer
service delivery.
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RTO Number: 41264
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AT2 Project
Task
For this assessment task you are required to create a Customer Journey Map,
gather evidence of feedback from 5 individuals on service delivery and write
a report documenting improvement plans for the customer service delivery of
the organisation. You will also be required to develop a Standard Operating
Procedure for the implementation of new service standards relating to the
improvements you are making.
Submission
requirements
All work must be typed in a word document and submitted to your assessor
by the due date. Your work must include a header with the unit name and
code and the footer must include your full name and the assessment name.
Conditions
This is an open book assessment. You may ask your assessor for clarification
on questions, but they are not able to assist you with any answers.
You will be assessed on your ability to:
Resources
Location
answer all parts of the questions and provide examples where asked
draw on the knowledge you have gained throughout the sessions
communicate your thoughts and ideas.
Students Assessment
Pen and Paper
Access to Internet and word processing software
Simulated business materials such as policies and procedures etc.
Research materials such as books, Internet, magazines, workplace
documentation, policies and procedures etc.
This assessment will be completed during class and own time
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CRICOS Provider Code: 03439M
RTO Number: 41264
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In this task you will need to create a Customer Journey Map, gather evidence of feedback from 5
individuals on service delivery and write a report documenting improvement plans for the customer
service delivery of the organisation. You will also be required to develop a Standard Operating
Procedure for the implementation of new service standards relating to the improvements you are
making.
1. Gaining customer feedback is essential to identify the effectiveness of your service strategy.
Utilise the Feedback Form (Appendix 1) provided to gather feedback from 5 individuals on
the Bliss&Me promotional service offering. If utilising the current business you work for,
submit the piece of marketing material you wish to use for this activity. It must have a
service or product offering, aimed to your customers. Be sure to ask the questions you feel
are relevant and will provide you with the best insight into the effectiveness of the
document. In order to gain enough insight a minimum of 6 questions must be asked.
If you wish to use another method of gaining feedback- be our guest! Just ensure it
includes:
4 questions seeking feedback on the service offer, for example, ‘how clear is the
service offering within the flyer?’
The responses to all questions
The date of the feedback provided
The name and contact details of the individual providing feedback
The signature of the individual providing the feedback (written or electronic)
2. Utilising the information you have gathered from both the customer feedback and resources
you have access to (Bliss&Me Client and Staff Handbooks or submit documentation used
from your current workplace), write a 500-word report outlining:
2 strengths of the current service delivery
2 key areas of opportunity within the current service delivery
3. Standard Operating Procedures (SOP’s) are used in business’ in order to create efficiencies
in how the work is done. They are essential processes for tasks, which all team members
are expected to follow. Create a SOP (Appendix 2) relating to one of your strategies, for the
team who interact with the customer to utilise when executing on the service standards you
have identified. The SOP must include the following information:
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The name of the SOP
Date it was created/last updated
Version number
Readership
Business rule
Process
4. Develop a Customer Journey Map, documenting the ideal experience your customer will
have over each touch point pre, during and post service with your business. If you are
choosing to utilise Bliss&Me to complete this task, review the resources provided to gain
insight into the touch points. This can be a creative process; you are able to submit your
own version or utilise the template in Appendix 3.
Be sure it covers all touch points including:
Preservice period
Service period
Post service period
Advertising/ Public
relations
Service journey
Customer relationship
management
Which touch points do
How is the service proposition customers experience during
communicated?
their journey?
How do we follow up with
customers?
Social Media
Social Media
Which preservice information
can people access through
social media?
What do customers
communicate about their
service experience? Through
social media, or us?
Word of mouth
Word of mouth
What do friends, colleagues
and family actually say about
our service?
What do customers tell their
friends, colleagues and family
about the service or provider?
Past experiences
Which experiences do people
have with other similar
providers before us?
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CRICOS Provider Code: 03439M
RTO Number: 41264
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Expectations
Experiences
What are potential
expectations about us or our
service offer?
What are the individual
experiences customers have
with us or our service during
the service period?
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© MIV BSBCUS501-Student Workbook: Version: 4.0
Satisfaction/
Dissatisfaction
How would/do customers
assess service as a
comparison of expectations
and experience?
CRICOS Provider Code: 03439M
RTO Number: 41264
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AT3 Case Study
Task
For this assessment task you are required to read the following case studies
and complete each activity/question listed below. There are 3 case studies.
Submission
requirements
All work must be typed in a word document and submitted to your assessor
by the due date. Your work must include a header with the unit name and
code and the footer must include your full name and the assessment name.
Conditions
You are required to complete each of the activities/questions relating to the
following case studies. You may refer to your notes and any other relevant
information as required.
Resources
Location
Access to relevant workplace documentation, policies and procedures
Access to the Internet (as required)
This assessment will be completed during class and own time
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Case Study 1
You began managing the customer service team within your retail store approximately one month
ago. Your team consists of 10 members and you have worked hard to build a relationship with each
one of them and observe the customer service standards already in place. However, you have
noticed the current standards are pretty much non-existent.
From a behavioural perspective, the team never greet the customer as they enter the store and are
happy to be on their personal phones for the majority of the day. One of your regular customers Bill
has phoned you to let you know about his experience in your store. Yesterday, Lisa - one of your
full-time team members - was chatting to another team member, Janelle, when serving a customer.
They were discussing their plans for the weekend. Janelle was also eating her lunch while they
talked. Lisa was so distracted in their conversation she then charged the, Bill, the wrong amount.
At this point Bill had become annoyed however, didn’t say anything. Lisa then proceeded to fumble
around trying to fix the issue but didn’t apologise to Bill in the process. It took 15 minutes before
Bill received a refund for the amount he was overcharged. He finally expressed his concern to Lisa
over the lack of service provided and even mentioned that he complains every time he shops with
you, but no resolution is ever taken. Bill felt Lisa didn’t seem to really care and now feels it’s
pointless to bother trying anymore and he will just travel further instead of visiting the store. During
all of this, there were apparently 5 customers in the line who left the store without buying, which
Bill thinks you’d probably want to know as he would certainly hate to be losing 6 customers in a
day! After thanking Bill for his feedback and assuring him action will be take, you decide to do some
more investigating, and notice that all of the customers who have provided feedback recently have
expressed their frustration that their complaints never raise any action to improve the service.
Funnily enough, you’ve been in the store with Lisa all day today and she never mentioned the
incident with Bill from yesterday.
1. Develop a set of customer service standards to provide to the team. These should be
focused on behavioural standards the team should follow when on the shop floor. Your
answer should include a minimum of 5 standards.
2. Construct a customer complaints resolution flow chart for the team to utilise when handling
complaints. It should include points of escalation, timeframes in which the customer the
customer will receive a response and the ways in which the complaint is able to be resolved
3. Utilise both documents you have created in question 1 and 2 to write a 400-word report
outlining the metric that will be used to measure and monitor the service standards you
have outlined. Justify your choice.
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Case Study 2
Your team member Joel has come to you to gain assistance with an ongoing problem he is having
with a customer. The customer came into your retail store last week stating that their blender was
faulty and requesting a refund. The product was purchased 2 months ago. Joel let them know that
unfortunately the company does not accept refunds outside a period of 30 days from the time of
purchase. However, the customer became agitated and demanded a refund. When Joel again
referred the customer to the returns policy they left the store. 3 days later the customer returned,
and Joel was again working. The customer provided him with a copy of the Refunds and Returns
excerpt from the Australian Consumer Law (ACL) and told him they were entitled to a refund as
their blender had a “major fault”.
Joel has asked you to contact the customer and reiterate the returns policy. You have been looking
for opportunities to allow Joel to take ownership and grow confidence in his work.
Read the excerpt from the Australian Consumer Law (ACL) on Refunds and Returns*, and complete
the following activities:
1. Construct a new returns policy for the company to utilise that meets all ACL requirements.
2. Develop a set of steps to resolve the customer’s complaint within the new returns policy.
Provide a minimum of 3 steps.
3. Provide a discussion plan for the conversation with Joel. The aim of the conversation is to
inspire confidence in his ability to resolve the customer’s issue within the new policy,
include:
How you will introduce the new returns policy
How you will work with him to develop a good understanding of the new returns
policy
*Excerpt from the Australian Consumer Law (ACL) on Refunds and Returns
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RTO Number: 41264
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Case Study 3
You are working for a successful national coffee retailer as a leader within the customer service
support team in Head Office. Over the past 8 years the company footprint has grown from 5 to 60
stores. Traditionally your customer base has been satisfied with the level of service you have
provided; however, no steps have been to improve your customer service standards. This has
resulted in irrelevant and old processes in which the teams are no longer following. Technology has
evolved rapidly over the past 8 years; however, no inclusions of new technology has been
implemented into in-store customer service procedures.
Customer surveys were conducted in store with the results largely focused around the need for your
retail stores to be more competitive. Customers have stated most coffee retailers both large and
small all of loyalty programs, but yours doesn’t. This has encouraged repeat business elsewhere
and has largely contributed to the competitor’s having a more comprehensive value proposition.
Your organisational strategy, for the next year is for the company to embrace technology and
innovative solutions. The brief includes more innovative customer focused ways to purchase and to
increase brand awareness. You have been allocated a project to develop a customer loyalty
program.
1. Develop a 500-word report outlining the detail of constructing a loyalty program for your
customer. Include the following points:
The outcome for the customer
The loyalty schemes
How the loyalty program might increase or maintain your customer following
What technology could be utilised to bring the loyalty program to life
The implications on your customer record database
How you would monitor the success of this strategy
Reflecting on your construction of the loyalty program, provide an example of one
area you have an opportunity to explore further. What could you do to improve your
knowledge?
2. Create a flyer outlining the service offering of the loyalty program you have developed in
Question 1. The flyer is aimed at potential customers and should include:
The value proposition for the customer
The loyalty scheme and its benefits
How the customer can join the program
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APPENDICES
Appendix 1 - Feedback Form Template
Feedback Provider #1
Feedback Questions
Responses
Details of feedback provider #1
Full Name:
Contact number:
Email:
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© MIV BSBCUS501-Student Workbook: Version: 4.0
CRICOS Provider Code: 03439M
RTO Number: 41264
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Feedback Provider #2
Feedback Questions
Responses
Details of feedback provider #2
Full Name:
Contact number:
Email:
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© MIV BSBCUS501-Student Workbook: Version: 4.0
CRICOS Provider Code: 03439M
RTO Number: 41264
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Feedback Provider #3
Feedback Questions
Responses
Details of feedback provider #3
Full Name:
Contact number:
Email:
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© MIV BSBCUS501-Student Workbook: Version: 4.0
CRICOS Provider Code: 03439M
RTO Number: 41264
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Feedback Provider #4
Feedback Questions
Responses
Details of feedback provider #4
Full Name:
Contact number:
Email:
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© MIV BSBCUS501-Student Workbook: Version: 4.0
CRICOS Provider Code: 03439M
RTO Number: 41264
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Feedback Provider #5
Feedback Questions
Responses
Details of feedback provider #5
Full Name:
Contact number:
Email:
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RTO Number: 41264
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Appendix 2 - Standard Operating Procedure
Standard Operating Procedure
SOP Name:
Created/Last
Updated:
Version Number:
Readership:
Business Rule:
Process:
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RTO Number: 41264
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Appendix 3 - Customer Journey Map
Pre-Service Period
Service Period
Post- Service Period
Advertising/ Public
Relations
Service Journey
Customer Relationship
Management
Which touch points do
How is the service proposition customers experience during
communicated?
their journey?
How do we follow up with
customers?
Social Media
Social Media
Which preservice information
can people access through
social media?
What do customers
communicate about their
service experience? Through
social media, or us?
Word- of mouth
Word- of- mouth
What do friends, colleagues
and family actually say about
our service?
What do customers tell their
friends, colleagues and family
about the service or provider?
Past Experiences
Which experiences do people
have with other similar
providers before us?
Mercury Institute of Victoria Pty Ltd
© MIV BSBCUS501-Student Workbook: Version: 4.0
CRICOS Provider Code: 03439M
RTO Number: 41264
24
Expectations
Experiences
What are potential
expectations about us or our
service offer?
What are the individual
experiences customers have
with us or our service during
the service period?
Mercury Institute of Victoria Pty Ltd
© MIV BSBCUS501-Student Workbook: Version: 4.0
Satisfaction/Dissatisfacti
on
How would/do customers
assess service as a
comparison of expectations
and experience?
CRICOS Provider Code: 03439M
RTO Number: 41264
25
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