ࡱ> %` N-bjbjٕ b"$PPP8\,$&p%%%%%%%$'hN*n%-q"qq%%q%q% X  =Pqa(U ,%0&**P*@@%%d&qqqq$D hhdizg$hhz$$$ One Perfect Day Assessment Task Cover Sheet Students Name:Employer: Please complete and check all shaded sections before mailing to the College. Make sure this cover sheet is securely attached to your Assessment Task. Please (() the type of submission (Full Submission Partial Submission Resubmission Course You Are Enrolled in (() BusinessBSBCMN315ABSBCMN316ABusiness AdministrationBSBCMN315ABSBCMN316AFinancial ServicesFNSICCUS302ABSBCMN315AInsurance ServicesFNSICCUS302ABSBCMN315ABusiness SalesBSBCMN315ABSBCMN316A Participant Declaration: I declare that the material contained in this Assessment Task is my own work. XStudents Signature: / / Supervisors Declaration: I verify that the material provided in the attached Assessment Task is the original work of the participant. XSupervisors Signature: Supervisors Name:  / / College Use: Comments Code: Assessment Result: % Competent % Competence not yet demonstrated Work Skills VerificationPart APart B Part C Part D Part EPart F Assessed By: Signature:Assessed By: Name: / / Work Skills Verification Checklist Please complete the following checklist verifying that the listed skills have been learnt for the units: FNSICCUS302A Process Customer Complaints Work Skills ChecklistEmployeeSupervisorProject a professional image( (Maintain customer confidentiality( (Respond to customer requests for information( (Deliver customer service( (Respond to customer requests( (Offer additional benefits to customers( (Other skills important in the workplace:( (( (( ( Students Name:Students Signature (Confirming the above skills have been learnt) Traineeship enrolments must obtain supervisors verification: Supervisors Name:Supervisors Signature: (Confirming the above skills have been acquired)Date: Assessment Task Part A: Workplace Diversity List 4 aspects of social diversity eg the characteristics or attributes of individuals, that can create diversity in a workplace.     Choose one of the characteristics or attributes that you listed above, and give an example of how this characteristic can be good thing to have in a customer service environment.       Review the section of your workbook called Advantages of a Socially Diverse Workforce. Choose one of the advantages and describe how this could apply to your own workplace, or one that you are aware of.       Select a way that would be suitable to celebrate diversity in your workplace and explain what you would do.       Assessment Task Part B: Workplace Inclusion In your own words explain what is meant by the term inclusion.    What steps could you take in your workplace to exercise inclusion?      Give an example of what prejudice is.     Give an example of what misinformation might be.     Describe an example, or one that youve observed, where the person needed to adjust their behaviour or language to express empathy.         Case study Zarkos team has recently met and exceeded its performance targets for the month. At yesterdays team meeting, the regional manager proposed a team barbeque to celebrate and asked Zarko to start organising this. The team is quite a diverse group, coming from a number of different cultural backgrounds, some of whom are vegetarian, some who dont drink alcohol. What would you do to arrange the BBQ so that all staff felt included and accommodated?          Case Study You notice that a new staff member is looking unhappy. When you ask how they are they tell you they are feeling like they dont fit in and that staff are avoiding them. You think this might be because the new employee is from a different cultural background to the rest of the team. They wear clothes that are quite different from the others, and they have food for lunch that the rest of the team would not be used to. What would you suggest as a team building exercise to help the new employee fit in and to improve the awareness of the team to cultural diversity issues?          Assessment Task Part C: Customers with Special Needs Refer to the DVD section (name of second story with Mrs Graham in it) Read the material Section 3 Customers with Special Needs. In the DVD, although Mrs Graham was from an English speaking background, her communication difficulties were typical of non-english speaking customers. What techniques would you use to communicate with a person from a non-english speaking background?        What are some common causes for misunderstandings with non-english speaking customers?      What are some recommendations for how you should communicate to a person with hearing impairment?        Review the section in the workbook on people in wheelchairs and identify some suggestions that Leigh makes         Review the section in the workbook on customers who are vision impaired. Identify some strategies for assisting them.        Identify a time where you have had to assist a customer with a special need. What service skills did you utilize to provide them with the same excellent service you usually provide? Special Need Identified: Skills used:     Identify one thing you have learnt from the information on Customers with Special Needs      Assessment Task Part D: Discrimination and the Law List 3 types of discrimination that would be unlawful in regards to employment situations.    Review the following do they break anti-discrimination laws Yes / No The local leagues club refuses membership to a Sigourney because she is pregnant. A real estate agent declines to rent a unit to Marita because she is single. A private school refuses admission to Joaquim because he is South American A bakery has advertised for casual staff to work in their chain of stores. Domingo is contacted about his application, but when he tells HR Officer he has 2 small children, she says that wouldnt work out for the bakery because they need casuals to be available at short notice.  True or False Indirect discrimination is not against the law True or False Being treated unfairly because you complained to your manager about discrimination would be considered victimisation. Assessment Task Part E: Handing Customer Complaints List the main steps to communicating with a complaining customer      a) Detail the procedures to be used in your workplace for accepting customer complaints        24. b) Detail the procedures to be used in your workplace for referring customer complaints to a supervisor or more appropriate person.       Assessment Task Part F Customer Complaint Examples Review the video tape section: If only she remembered her keys. Stop at the section of the tape that goes blue and has the title again: If only she remembered her keys. Mr Graham was incapacitated. How much do you think his injury affected his mood towards Paula?   What are some of the skills that Paula used and could have used to calm Mr Graham down?     Play the section of the tape: Two Afternoons in One Stop at the section of the tape that goes blue and has the title again: Two afternoons in one. What negative or bad communication is evident from Jason?     Play the second part of Two Afternoons in One. A transcript is enclosed as Appendix 3. Identify 5 aspects of customer service that Jason handled well the second time? 1.  2.  3.  4.  5.  Identify the positive steps used by Jason to process Mrs Grahams complaint.      Detail an example of how you have appropriately processed and resolved negative customer feedback or a complain. 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