REPORT (BSBCUS402 BSBRES401) assignment 代写 Unit of Competency:	BSBCUS402 Address customer needs BSBRES401 Analyse and present research information BSBWRT401 Write complex documents BSBDIV301 Work effectively with diversity
PY Topic:	Topics 3  – Customer Service and Research Skills
Assessment Task:	Task 3.1  – Customer Service Report & Role Play
Assessment Submission Checklist (Student must submit all of these documents)	Report using STYLE GUIDE provided Short Answer Questions Assessor Observation Report ( must be signed and dated by your trainer/assessor)

 
Assessment Instructions to Student:
·           Attempt all questions in the assessment.
·           All answers to be typed using Microsoft Word
Resources permitted during assessment:
·           Dictionaries:  Standard, Bilingual, Digital
·           Electronic devices:  Laptops, Computers, Internet
Additional Assessment Instructions to Assessor:
Reasonable adjustment:  Trainers may make reasonable allowances for learners in accordance with the C&I Learner Support Policy contained in the Participant Handbook. This may relate to the timeframe for undertaking this assessment task in class or relate to an extension to the due date.  Consult with the Curriculum & Learning Manager prior to administering this assessment to ensure Learner Support needs are met.
 
BSBCUS402 Assessment Requirements
Performance Evidence
Evidence of the ability to:
 
·                communicate effectively with customers including
o   helping customers to articulate their needs and evaluate options
o   explaining products/services and how they match customer needs
o   establishing regular communication
o   explaining customer rights and responsibilities
o   address customer’s needs
o   use organisational procedures to document customer satisfaction
o   develop and maintain networks to support meeting customer needs
o   identify potential difficulties in meeting customer needs and taking appropriate action.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
 
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 
·                explain organisational procedures and standards for establishing and maintaining customer service relationships
·                describe informed consent
· explain consumer rights and responsibilities
· describe ways to establish effective regular communication with customers
· outline details of products or services including with reference to:
· possible alternative products and services
· variations within a limited product and service range.
BSBRES401 Assessment Requirements
Performance Evidence
Evidence of the ability to:
 REPORT (BSBCUS402 BSBRES401) assignment 代写
· identify or confirm research requirements and objectives
· gather, organise and present workplace information and data
· update, modify, maintain and store information
· maintain and handle data and documents systematically and securely
· prepare and produce reports including:
· recommendations based on the analysis of information
· clear and justified assumptions and conclusions
· use of efficient, valid and reliable methods
· use Boolean operators and other search tools
· analyse, evaluate and interpret data to support organisational activities.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
 
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 
·  explain organisational systems for recordkeeping/filing, including security procedures
·                     identify organisational policies and procedures and legal and ethical obligations relating to workplace information
·  explain concepts related to research and analysis including reliability and validity
·  give examples of techniques for data analysis and how they are applied
·                     explain research processes and strategies to identify new sources (online and print) of information and to use them most efficiently and effectively.
 
Assessment Conditions
 
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the knowledge management – research field of work and include access to:
 
r  workplace information systems, equipment and resources
r  workplace policies and procedures
r  case studies and, where possible, real situations.
 
BSBWRT401 – Write Complex Documents
Performance Evidence

Evidence of the ability to:
 

• plan, draft and finalise complex documents that require review and analysis of a range of information sources
• use business technology to apply formatting, and incorporate graphics
• edit the draft text to ensure accuracy and clarity of information, obtain feedback on the draft and revise the draft
• apply the enterprise style guide/house style.
• Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

 
Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:
 

• identify the enterprise style guide/house style
• outline formatting styles and their impact on formatting, readability and appearance of documents
• explain rules and conventions for written English, as defined by general and specialist sources.

BSBDIV301 Assessment Requirements
 
Performance Evidence

Evidence of the ability to:
 
·           adjust language and behaviour as required by interactions with diversity
·           identify and respect individual differences in colleagues, clients and customers
·           apply relevant regulations, standards and codes of practice.
 
Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:
 
·          identify major groups in the workplace and community, as defined by cultural, religious and other traditions and practices
·          identify reasonable adjustments that facilitate participation by people with a disability
·          explain the value of diversity to the economy and society in terms of:
·          workforce development
·          Australia’s place in the global economy
·          innovation
·          social justice



 

PART ONE: REPORT (BSBCUS402 BSBRES401)


Directions:  Conduct research on two (2) specific customer ‘problems’ that your chosen profession or company may provide solutions for e.g.: tax advice, systems networking support or the development of plans for a new construction project.
 
Using Microsoft Word, answer each question below. In this task, you are to take the position of a person working in the field of your profession e.g. ICT, Accounting or Engineering and you are to answer each question according to the customer group (s) you may have to work with.
Ensure you include answers to the questions below in a report format using the style guide provided below.
* DO NOT INCLUDE general statements. The responses you provide for each question must relate to the customer problems you have chosen to include in your report. Be really specific about what your customer groups, needs, wants and expectations are and how you might manage them. Please include any assumptions that you may make about your customer group and their needs. You may use a real life example if you like but please change the names of the people and companies concerned so as to protect their privacy. Once you have completed the report, upload it into Moodle for marking. Please use complete sentences and proof read your report, checking grammar, punctuation and spelling.
1.         Clearly define your research objectives for this project
 
2.                  Who are your industry’s customers? Provide two (2) examples. Describe your customers including age, demographics and geographic location and explain what kind of services they would they be looking for from you or your organisation (be specific)? How would you find out their customer needs and provide them with a product or service that meets these needs (show research methods used, questions asked, discussions, meetings etc. that you may have to have)?
 
*Warranty services/DOA Replacement (company policy, consumer right/legislation). From after sales team
*Specific project solutions required (Product technology limit, CE/FCC regulation limit, CASA regulation limit, time limit, budget limit)
 
3.                  Do research to identify and describe in detail two specific customer ‘problems’ that your chosen profession or company may provide solutions for (e.g.: tax advice, systems networking support or the development of plans for a new construction project), ensuring you address the following questions forb  both types of problems
 
a.             How would you understand the customer’s specific needs in this area?
b.            What methods did you use to meet and solve the customer’s needs?
c.             What services would you offer them and why?
d.            What services wouldn’t you offer them and why?
e.                  Explain relevant consumer rights/responsibilities legislation and organisational customer service standards that you may need to make your customer aware of and how this would affect the way you provide information to the customer. (e.g. Product Disclosure Statements, building codes, privacy legislation, WHS etc).
 
f.                   Explain how you would use your professional knowledge to help the customer make the best choice. Would you offer them more than one option? Describe those options.
 
g.                  What information would you use and how would you get this information to determine what would be the best option (s) for your customer?
 
h.                  What assumptions have you made in your research and why?
 
i.                    What conclusions did you come to as to the best course of action? Justify your answer with evidence-backed research.
 
4.              Which research methods did you use for your customer research problem? How do you know that these are accurate and reliable? Where did you get this data? Please cite your resource sources in your report.
 
5.              How would you utilise Boolean operators to conduct your research online?
 
6.              What if your customer was unhappy with the restrictions placed on them by legislation etc.? How would you deal with this (e.g. negotiate possible solutions with the customer.)?
7.              What steps would you take if part of the problem was outside your area of expertise or if part of the problem was outside the focus of the company; ensuring you retain the customer and their future business?
8.              What would happen if your customer wanted a problem fixed that was outside of YOUR area of expertise AND outside of the organisation’s expertise?
a)             List the steps and actions you would take and justify why you might refer your customer to a competitor. Include your organisation’s guidelines in this instance and two (2) ways that you may keep this customer as a potential future customer.
b)             How would you record this information for future reference?
9.              What would you do to ensure that the information you provided is up to date and accurate, reliable and valid?
 
 
 
 
 
 
 
 
 
PART ONE: REPORT (STYLE GUIDE)

Ensure you include answers to the questions above in a report format using the style guide provided below.
Structure of reports should be flexible but generally follow:
•        Title 
•        Introduction
•        Body
•        Conclusion/Recommendations 
•        Appendices
•        References


Introduction should do the following:
•        present an overview of the subject matter
•        describe the research methods
•        identify the findings (can use bullet points)
•        list recommendations (can use bullet points)
•        use language appropriate to audience and purpose.


Body text
Body text should be ordered into clear sections with sub-sections if required. Text should contain analysis of findings and should be written using paragraphs.


Language uses plain English as follows:
•        active verbs
•        present tense
•        accurate language with any jargon explained
•        formal English tone
•        no contractions 
 
General presentation
•        use consistent format including fonts and styles
•        use font size 10-12 for body text
•        use 1.5 spacing
•        one line between paragraphs
•        justify text
•        use same font style for all headings
•        use section headings
•        your name and date in footer
•        include page numbers
•        use correct citation for all references used.
 
 
 
                                           

PART TWO: SHORT ANSWER QUESTIONS (BSBWRT401)
 

1. Why do organisations use a Style Guide?

 

2. What formatting techniques can be used to enhance readability of your completed document?

 

3. Provide detail on the process you would follow when designing and planning a new business document. Be sure to consider what information you would gather to clarify the purpose and inclusions of the document.

 

4. Explain the rules of English to be applied when writing business documents (e.g.: correct grammar and spelling) and please explain two (2) additional rules to follow in business writing

 

PART THREE: ROLE PLAY (BSBCUS402 BSBDIV301)
 
Develop a script for a role play using the scenario below. The role play will be based on one of the specific customer problems you chose in Part One where you are engaging with the customer to help them solve the identified problem. You must ensure that in the role play you are addressing the customer needs and applying all of the performance criteria in the Assessor Observation Guide below. Be prepared to answer the Mandatory Questions and any or all of the random questions listed in the Assessor Observation Guide below.
 
Scenario
 
Your customer is from a culturally diverse background different from your own. Ensure you include a solution for your customer that involves your network contacts e.g. complementary products or services. You will need a colleague acting as the customer in your role play.  The role play should last for no longer than 10 minutes.

Assessor Observation Report (Assessor to complete only)
You are to observe a role play and offer feedback based on the determined criteria in the table below. A mark of Satisfactory (S) means that the criteria have been met. A mark of Not Yet Satisfactory (NYS) means that additional learning or evidence is required. Note: It is compulsory for the trainer to provide feedback in the comments section.   

Participant’s name:
Assessor’s name:
Performance Criteria		Satisfactory/Not Yet Satisfactory	Comments
Greeted the customer in a professional manner		S             NYS ¨            ¨
Used effective communication skills to identify the customer needs e.g. listening and questioning skills		S             NYS ¨            ¨
Used empathy to understand the customer’s perspective		S             NYS ¨            ¨
Identified solutions to the problem by working with the customer		S             NYS ¨            ¨
Provided clear communication about the customer’s rights and responsibilities according to their organisational  and legislative guidelines		S             NYS ¨            ¨
Demonstrated knowledge of effective customer service		S             NYS ¨            ¨
Demonstrated cultural awareness and sensitivity		S             NYS ¨            ¨
Demonstrated appropriate techniques for handling complaints or disgruntled customers		S             NYS ¨            ¨
Instigated a follow up process with the customer upon completion of the transaction to ensure their future needs were met		S             NYS ¨            ¨
Mandatory Question:. Note: all students must answer these questions as part of the role play Which organisations within your chosen profession would you network with in order to continue in meeting your customer needs? What information could your networks provide you with to provide effective and ongoing quality customer service? How do you ensure your customers have informed consent to make their purchasing decision?		Trainer Notes:                  S             NYS ¨            ¨
Additional Questions: The assessor may choose a random selection of the following questions to ask the participant in order to clarify understanding of observed behaviour during the role play. Assessor Note: Please circle those questions asked during the observation and make relevant notes in the feedback section below. 1.       How would you manage a hostile customer that knows it all? 2.       At what point should you seek assistance from a colleague or a supervisor when handling customer complaints? 3.       Where should the customer complaint information and transaction history be stored within the organisation? 4.       What should you be aware of in regards to your own body language when communication with a disgruntled customer?
Is the participant Satisfactory (S) or Not Yet Satisfactory (NYS)?                                                   (S)  ¨           ( NYS)  ¨ Feedback:
Assessors Signature: Date:

 
 REPORT (BSBCUS402 BSBRES401) assignment 代写