BSBCUS401
Coordinate implementation of customer service strategies
BSBCUS401 Coordinate implementation of customer
service strategies
Introduction to assessment
There are five formal assessments for this unit. You are required to complete and submit each
assessment in order and be deemed Satisfactory in that assessment before you can move onto
the next one.
Once you’ve achieved Satisfactory for all assessments, you will be deemed as Competent in this
unit.
The Performance and knowledge evidence assessment only needs to be completed if the assessor
deems it necessary.
Assessments
1.
Terms and definitions
A range of terms will be presented for you to respond to. You are required to clearly and
accurately define and explain (in your own words) each term presented. Most terms and phrases
will have been included within the content of this unit. Where terms have not been presented –
please undertake your own research. The Assessor is specifically looking at your level of
understanding and ability to accurately interpret and correctly apply the terms within the context
of this unit.
2.
Knowledge questions
Specific questions are posed for which you are to respond. You will need to undertake your own
research, as well as reflect on the unit content. This is to enable you to correctly define, respond
and fully explain different concepts, models or applications. Remember, you can revisit your
learning unit/activities at any time. The Assessor is looking for the correct use of terms,
knowledge applied, and your ability to accurately interpret and respond to specific questions
within the context of this unit.
3.
Case study
A specific scenario relevant to this Unit is presented for you to respond to. Completion of a case
study is to demonstrate your ability to identify different situations and problems. You are
required to accurately and correctly consider all the details and the nature of the organisation
described. Then analyse the information towards presenting relevant and appropriate strategies
for future actions. The case study will be relative to the context of this unit.
Some templates may be available for you to use as guidelines. You will need to undertake your
own research to be fully aware of the different formats available. Alternatively, you may prefer to
design or use your own templates. The Assessor is looking at how you would effectively manage a
range of situations. This includes a demonstration of you applying problem-solving and
communication skills to engage with stakeholders – towards achieving a successful outcome.
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BSBCUS401
Coordinate implementation of customer service strategies
4.
Project
You will be provided with information to consider and then complete a project that demonstrates
your competence in this unit. Remember, you are required to undertake your own research
(books, dictionaries, articles, on-line, journals). Reflect on your unit content to apply your skills,
knowledge and competence of this Unit. The Assessor is looking at your ability to read, interpret,
and present a comprehensive outcome and strategic plan to demonstrate your competence in this
unit. The correct identification of tools, resources, templates and models are critical and should
be referenced and/or attached as samples.
Performance and knowledge evidence form
Should the Assessor identify a requirement for additional evidence to attain competency in this
unit, you will be required to complete the Performance and Evidence Form. This form is locked in
My eCampus (grayed out) and will be released by your assessor should you be required to submit
further evidence.
If the assessor decides it is needed to meet all criteria for this unit, you will need to select and
provide evidence using one of the options shown below:
Options available for you to select:
1.
Identify a Manager or Supervisor you have worked with for at least three months to
complete the form provided. He or she should have had access to and have read through
your Case Study and Project in this unit prior to completing this evidence form, OR
2.
Identify a qualified Assessor who can observe and assess you and complete the provided
form. He or she should have had access to and have read through your case study and
project in this unit prior to completing this evidence form, OR
3.
Agree and organise for a teleconference (or skype) meeting with an AIPT Technical Advisor
who will ask you a range of questions about this unit. He or she should have had access to
and have read through your case study and project in this unit prior to completing the
evidence form, OR
4
Provide and attach copy of a resume or CV which clearly demonstrates your competence in
this field (AIPT/Foundation Education reserve the right to contact any identified referee –
with your permission, to confirm competence), OR
5
Any other arrangement which suits you that will provide a qualified confirmation of your
competence in this field. The person who undertakes the assessment should have had
access to, and have read through your Case Study and Project in this Unit, prior to
completing this evidence form.
Assistance and advice is available from AIPT/Foundation Education to assist you with your
preferred choice.
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