BSBOPS505 Manage organisational customer serviceStudent Assessment Tasks Assessment Task 2 Cover Sheet Student Declaration To be filled out and submitted with assessment responses ☒I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s). ☒I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me. ☒I have correctly referenced all resources and reference texts throughout these assessment tasks. Student name Tserenlkham Gansukh Student ID number Student signature Tserenlkham Gansukh Date Assessor declaration ☒I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor name Assessor signature Date Assessment outcomeSNSDNSResubmissionYN Feedback Student result response ☒My performance in this assessment task has been discussed and explained to me. ☒I would like to appeal this assessment decision. Student signature Tserenlkham Gansukh Date A copy of this page must be supplied to the office and kept in the student's file with the evidence. V1 2021Page1
BSBOPS505 Manage organisational customer serviceStudent Assessment Tasks Assessment Task 2: Customer service strategy planning project Task summary For this assessment task you are required, in the role of Operations Manager of Ozhouse Clean, to research and develop a customer service strategy for the company. Your strategy will need to be discussed with, and agreed on by, senior management. This task is to be completed in the simulated work environment at your RTO. Required Computer and Microsoft Office Access to the Internet for research Access to consumer legislation/regulations/codes of practice at the following web sites: http://www.accc.gov.au/consumers http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights Customer Service Strategy Template Plagiarism Plagiarism is not accepted and must be below 20%. Make sure that your answers are in your own words (paraphrased) and do not cut and paste and answers from -Internet -Student Guide -Other people's work Our Turnitin plagiarise software will give a report of the amount of copy and paste you do. Remember your submissions allow only 20% of copied work. Also add a reference to your answers as to where you have found the information. This linkage will not be added to your Turnitin report. Word count It is important as each course level requires a certain amount of writing to be completed for the questions. Example: Certificate II level course the word count for each answer should be around 50 words Certificate III level course the word count for each answer should be around 100 words Certificate IV level course the word count for each answer should be around 150 words Diploma level course the word count for each answer should be around 250 words Advanced Diploma level course the word count for each answer should be around 500 words It is important to read the instructions for the question - if the says write a paragraph and give examples, make sure you do this or you may have to redo your answers V1 2021Page2
BSBOPS505 Manage organisational customer serviceStudent Assessment Tasks Timing The assessor will advise you of the due date of this submission. Submit Email to your assessor with your regulations report and your customer service strategy attached. Email to your assessor with your revised customer service strategy and screen shot attached. Instructions 1.You are to write an email from your email account and send this back to yourself. 2.When the email arrives, open the email and screenshot the whole screen including the email (use your phone or computer applications). 3.Upload this screenshot into your assessment and complete your remaining tasks. Assessment criteria For students' performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed they will be asked to complete further assessment to demonstrate competence. Role-Play Instructions Role-Play and Presentation Video Recording / Upload Instructions to Moodle Consult with your trainer as to the requirement of the Role-play or presentation for your unit of competence. Write a script of your role-play as per the instructions in your assessment Practice your script at least (3) three times before recording your video To record your video; 1.Log on to https://zoom.us/ 2.Sign up, it is free 3.Zoom will download into your laptop or PC or Smart phone 4.Start your zoom session 5.Test your audio and video 6.Your video and audio should always be on 7.Share the screen you want to display (PowerPoint presentation, Template, etc) 8.Record your Zoom session to your PC 9.The length of your recording must be minimum of 1.5 minutes and a maximum of 3 minutes 10.To move from one screen to another, make a new share so it can appear in your recording 11.Once your recording is complete, stop your recording and End all meetings. 12.Save your recording as Unit number_Task number_Student name_Student ID_Attempt number Example: (BSBMGT502_AT2 Roleplay_John Smith_KIC0000070_Attempt 1) 13.Upload your saved video role-play recording to Moodle similar to uploading your task. Your trainer will assess your role-play. If you are not satisfactory, your trainer will instruct you to resubmit your video role-play recording with the needed corrections or make a face-to-face roleplay with the trainer. V1 2021Page3
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