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Training Courseware

Diploma of management

BSBCUS501A Manage quality customer service

Manage quality customer service

This book supports BSBCUS501A, Manage quality customer service in the Business Services Training Package. © Copyright Sandra Griffith, 2009

Editor: Marisa Rey Bulen

ISBN: 978-1-921657-82-5

Disclaimer

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, scanning, recording, or any information storage and retrieval system, without permission in writing from the publisher, Software Publications Pty Ltd. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this book, the publisher and the authors assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein. These learning materials have been prepared for use as part of a structured vocational education and training course and should only be used within that context. The information contained herein was correct at the time of preparation. Legislation and case law is subject to change and readers need to inform themselves of the current law at the time of reading.

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BSBCUS501A – Manage quality customer service Page 3

Table of Contents

Introduction ................................................................................................................................. 4

BSBCUS501A Determining competence ....................................................................................... 5

Competency standard .................................................................................................................. 7

Essential skills and knowledge ...................................................................................................... 8

Range statement.......................................................................................................................... 9

Evidence guide ........................................................................................................................... 10

Assessment mapping ................................................................................................................. 11

Employability skills ..................................................................................................................... 14

Recognition interview questions ................................................................................................ 15

Third party evidence report (Supervisor) .................................................................................... 19

Student assessment activity ....................................................................................................... 21

Student assessment activity submission form – BSBCUS501A..................................................... 25

Benchmarking criteria BSBCUS501A Assessment activity ............................................................ 27

BSBCUS501A Essential skills checklist and feedback ................................................................... 31

Unit Completion Sign-off ............................................................................................................ 33