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13 Mar

BSBCUS501 Manage quality customer service AssignmentTutorOnline | Good Grade Guarantee!

Unit Description:-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.Unit Sector:-Stakeholder Relations – Customer ServiceElements:
Plan to meet internal and external customer requirements
Ensure delivery of quality products and services
Monitor, adjust and review customer serviceStudent ResourcesYou will need access to the following to successfully complete this unit: Learning Guide Assessment Book Computer with internet access Email address to communicate with your mentor
How to access your learning resources:
Your learning resources are available for download. Your mentor will show you how to access and download your material to be able to successfully complete this unit. Learning resources along with your assessment book, contain all of the learning and assessment resources you need for the completion of each unit. If you are a face to face student, you will also receive further resources in class.
Competency based assessment:-
Competency based assessment is the process of gathering evidence to confirm that participants can perform required skills and knowledge. To complete a unit of competency participants are required to successfully demonstrate their skills and knowledge on all of the activities within this assessment. Rather than using a marking scale, competency based assessment uses competent or not yet competent.
You are required to successfully demonstrate competence in all of the activities in this assessment. This means that if you are unable to answer a question, your answer is deemed not satisfactory for any of the activities or you are unable to demonstrate a practical skill your assessor will work with you to identify opportunities for further learning if required and arrange re-assessment when you are ready.
In the event that you are unable to demonstrate your ability in any area of the assessment you will re-assessed. Re-assessment may include demonstrating a skill, answering questions, providing further information.
Types of Assessment-
Throughout the course, you will be required to complete many different types of assessment. The following contains some important information about each type:
Activities-You are required to answer questions and complete activities in your own words to demonstrate understanding. Most questions and activities require short answers or lists. In the event of oral assessment, you are required to answer the question in your own words and your assessor or other support person is required to document your answers.
Case Studies and Scenarios-A Case Study is a summary of events that have occurred and you are required to apply skills and knowledge application by answering the questions that relate to the case study or scenarios provided.
Projects and Practical Tasks-These activities provide you with the opportunity to demonstrate your skills and knowledge in a simulated environment.
Assessment Submission Requirements:-
 You must keep a copy of all of your assessments prior to submission. An Assessment Cover Page must be completed, signed and attached at the start of each assessment submission. Assessments must be submitted to your mentor by the due date given. Please note: we will keep your assessments on file and they will not be returned to you. You must type your assessments into your assessment book. Please speak to your mentor if typing your assessments presents an issue for you.
Assessment Feedback:-Your mentor will give you feedback on all assessment activities. You will be deemed ‘satisfactory (S)’ or ‘not yet satisfactory (NYS)’ for each individual assessment.
Satisfactory demonstration of all activities is required before competency is achieved for the unit. In the event that you have not been able to successfully demonstrate competence in the unit, your mentor will discuss options for re assessment with you.
Plagiarism:-Plagiarism is a form of cheating. It is taking and using someone else’s thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a participant’s exclusion from a module or a course. When you have any doubts about including the work of other authors in your assessments, please consult with your mentor.
The following list outlines some of the activities for which a participant can be accused of plagiarism: Presenting any work by another individual as one’s own unintentionally Handing in assessments markedly similar to or copied from another student Presenting the work of another individual or group as their own work. Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.
What about Copyright?You must be careful when using work from others. Copyright covers all work that is not your own including textbooks, newspapers, website information, music, magazines, movies etc.
You are allowed to do a certain amount of copying for research or study purposes. Generally, 10% or one chapter of a book is acceptable, where the participant is studying with or employed by an educational institution. All material taken from another source, word for word or paraphrased, must be acknowledge using an acceptable referencing system.

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