Order 941665: Deliver and Monitor a Service to Customers

BSBCUS301AA2Monitorandreportonservicedelivery160318 xBSBCUS301AA2CustomerServiceSurveys021 xBSBCUS301AA2CustomerServiceSurveys01 xBSBCUS301AA1Identifyneedsanddeliverservice090218 x

Type of paperCoursework
SubjectBusiness
Number of pages5
Format of citationHarvard
Number of cited resources5
Type of serviceWriting

I have a TAFE SA Certificate III in Business unit due tomorrow 5pm, will need the work by 12pm South Australian time however. One of the units regarding customer service requires voice recording of the customer service experience, I obviously have to complete this myself but I will need someone to complete the sсrіpt for me to record. I have attached the relevant documents for this, please email me if I have missed any documents.

Don't use plagiarized sources. Get Your Custom Essay on

Just from $13/Page

Order Essay

Additional Service

Progressive delivery

With progressive delivery, you have an additional deadline by which you have to provide a first half of the paper for the customer. The customer may evaluate this work and add his or her commentary.

TAFE SA VET ASSESSMENT

Student Written Assessment

Business Unit/Work Group

TAFE SA Business Services

Qualification Code

Covers a number qualifications offered by TAFE SA

Qualification Title

Unit Code/s

BSBCUS301

Unit Title/s

Deliver and monitor a service to customers

Assessment Task Title

BSBCUS301 AA2 Monitor and report on service delivery

Student Declaration

I hereby declare that the material herein submitted for assessment is my own work except where specifically acknowledged and referenced.

Student Name

Student SIS ID

Student Signature

Date

Assessor Name

Student guide for Written assessment

Overview of Assessment

· The purpose of this Assessment Activity (AA) is to assess the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in provision of customer services.
· The following topics will be covered in the assessment:
· Monitor and report on service delivery
· You will be assessed individually.
· The assessment for the Unit of Competency will include:
· flexible classroom and/or online
· AAs will include the following:
· role play, short answer questions, document writing
· There are multiple tasks within this AA. They can be completed over a period of time as outlined in the time allowed section below.

Task/s to be assessed

To achieve a satisfactory outcome for this Assessment Activity you must successfully complete all of the following tasks:
Question 1
a. Case Study Research Activity
b. Project Plan
c. Customer Survey Summary Table (01)
Question 2
a. Customer Survey Summary Table (02)
b. Opportunity for improvement short answer question
c. Short informal report
Question 3
· Customer Service Charter Short answer question
Question 4
· Short answer question on Legislation
Question 5
· Following Organisational policies and procedures
Question 6
· A Baird – responding to customer requests for information

Time allowed

Allow approx. 2 weeks to complete this AA.
Your lecturer will inform you regarding Due Dates.

Location

Flexible Classroom or online depending on your Study Mode.

Decision making rules

To receive a satisfactory outcome for this assessment you must answer all questions correctly.

Assessment conditions

1. Read all AA instructions below carefully before starting the AA, and contact your lecturer if you need more information.
2. Refer to the Business Home Page for student Rights and Responsibilities and other relevant information:
http://learn.tafesa.edu.au/course/view.php?id=3494

3. To be found competent in this unit you need to satisfactorily complete all AAs for this unit.
4. When you submit your work for this AA you are agreeing that
a. You have read and understood the requirements of this AA and
b. That all assessment evidence submitted is your own original work.
5. The AA is unsupervised and open book.
6. All written AAs must be keyed according to the Standards outlined in the Organisational Style and Procedures Guide (see Business Services Homepage for this resource).
7. All AAs are to be submitted to Learn unless otherwise instructed by your lecturer.

Resources required

Resources:
You will be required to access the following resources
· office equipment such as a printer either at home, in a flexible classroom on campus or a local library
· Microsoft office suite eg Word – See TAFE SA Internet for access to student approved versions if required
· organisational policies and procedures – provided in this AA
· examples of customer complaints and feedback – provided in this AA
· case studies as provided in this AA
· Internet Resources (Example: Australian Standards/ Procedures manual/Legislation etc)
· Business equipment eg photocopier
· Organisational Style and Procedures Guide (see Business Services Homepage for this resource).

Results/Reassessment

· You have the right to one re-submission per assessment activity (unless negotiated with your lecturer).
· The assessment outcome and feedback will be provided within 7 to 10 days of the lecturer receiving the work unless notified otherwise.
· It is your responsibility to regularly check for assessment feedback, and to action any additional re-assessment requirements requested by the lecturer in a timely manner.
· All AAs must be successfully completed by the due date issued by the lecturer.
· To be deemed successful in this unit you must receive a satisfactory result in all AA for the unit.
· For more information, refer to the TAFE SA Assessment and Academic Grievances Policy

Is there any Reasonable Adjustment Consideration required?
Students with a disability, medical condition or other personal circumstances impacting on their study may be eligible for reasonable adjustments or special consideration in assessment. For more details contact Student Services or speak to your lecturer.

Marking scale:

Satisfactory

correctly completed all requirements for this assessment activity

Not yet satisfactory

further work required for this assessment activity

Outstanding

work for this assessment activity still needs to be submitted

For Learn Users Only
· LEARN students will be provided the feedback and outcome of this AA via LEARN
· Notification in LEARN will indicate that you have been advised of the outcome of this Assessment Activity

For Non – Learn Users Only
· Students not submitting their work to LEARN will be instructed by their lecturer about how to submit their work.
· Students will receive feedback and the outcome of this AA on the Assessment Outcome section below.
· The student will sign Assessment Outcome at the end of this document and return this document to the lecturer who will retain it for TAFE SA purposes.

Assessment Outcome

Satisfactory:
☐
Not satisfactory:
☐
Outstanding (work)
☐

Re-assessment details (if applicable):

Date of re-assessment:

(Attach supplementary observation checklist/s used in re-assessment)

Re-assessment outcomes, if applicable:

Satisfactory:
☐
Not satisfactory:
☐
Outstanding (work)
☐

Feedback to student:

BSBCUS301 Deliver and Monitor a Service to Customers

BSBCUS301 AA2 Monitor and report on service delivery

You work as a receptionist for Marion Hearing Centre and report to the

Office Manager

. You also provide administrative support for five (5) health professionals. Before commencing the required activities read the Marion Hearing Centre’s Policies and Procedures Manual at the end of this document.

1. Case Study 1

a. Your Manager has decided that it is time to review the survey form that is currently used to monitor customer feedback. Shera has asked you to research and provide at least three (3) examples of tools that can be used to review customer satisfaction.

Submit the 3 examples for assessment.

b. As a part of your job role you are required to:

· review customer satisfaction

· monitor the effectiveness of the organisation’s procedures for service delivery

· identify any opportunities to improve the quality of the organisation’s service

The Delivery Services Manager, Keven Bard has asked you to work on a project where you will consult with staff about how the Service Reception area operates, monitor and review operations to identify if improvements are required.

Over the last month, you have consulted with staff working on reception and have instructed them to ask customers to complete a satisfaction survey. They have given you the completed surveys filed as BSBCUS301 AA2 Customer Service Surveys 01. (The surveys are located in the Resources tab of Learn unless otherwise advised by your lecturer).

Using the Project Plan Template in the Policies and Procedures Manual plan how you will complete all requirements for Case Study 1 eg communicate with staff, meet with staff, commence the survey, collate information.

Submit the completed Project Plan for assessment.

c. A month later and all the BSBCUS301 AA2 Customer Service Surveys 01 have been returned and collated. You are now required to summarise the results of the 9 returned surveys into a Summary Table.

Using the summary table below:

· adding together the scores of each question to get a total numbe

· place the total into the Score Given box, and

· enter any comments made by customers into the relevant ‘comments’ box.

BSBCUS301 AA2 Customer Service Survey 01 Summary Table

Survey Question

Highest possible score

Score given

1. Point of arrival

2. Documentation ready and explained

3. Work and price explained, able to express concerns

4. Concerns heard and addressed

5. Reasonable timeline in waiting area

6. Overall level of customer service

7. State reception area – clean and presented well

8. Likelihood of returning and recommending Marion Health Centre

9. I was happy with the way my confidential details were stored and accessed

From the survey results list any comments/responses to the question:
‘Are there any other comments with regards to the level of customer service you received you would like to add?’

From the survey results list any comments/responses to the question:
“If you left not satisfied with the customer service or level of product service you expected, can you please describe why? from these surveys

Submit the completed BSBCUS301 AA2 Customer Service Survey 01 Summary Table for assessment.

2. Outcome of first survey

You presented the completed BSBCUS301 AA2 Customer Service Survey 01 Summary Table to Kevin and as a result of the customer feedback he increased the staffing level by 1.0 full time staff member. He has to justify keeping the staff permanently to his Manager. Kevin also arranged for the waiting room to be painted, refurnished and installed a coffee machine.

You continued the customer satisfaction survey for another month and it is now time to review the results of the second survey ie BSBCUS301 AA2 Customer Service Surveys 02 (The surveys are located in the Resources tab of Learn unless otherwise advised by your lecturer). You must now report the findings to Kevin.

a) Open the BSBCUS301 AA2 Customer Service Surveys 02 document and summarise the results of the 13 responses into the summary table below by:

· adding together the scores of each question to get a total number

· put this total into the Score Given box, and

· entering any comments made by customers into the relevant ‘comments’ boxes.

BSBCUS301 AA2 Customer Service Survey 02 Summary Table

Survey Question

Highest possible score

Score given

1. Point of arrival

130

2. Documentation ready and explained

130

3. Work and price explained, able to express concerns

130

4. Concerns heard and addressed

130

5. Reasonable timeline in waiting area

130

6. Overall level of customer service

130

7. State of Reception area – clean and presented well

130

8. Likelyhood of returning and recommending Marion Hearing Centre

130

9. I was happy with the way my confidential details were stored and accessed

130

From the survey results list any comments/responses to the question:
‘Are there any other comments with regards to the level of customer service you received you would like to add?’

Submit the completed BSBCUS301 AA2 Customer Service Survey 02 Summary Table for assessment.

b) Analyse the feedback received from both surveys, with a view to identifiying three (3) opportunities to enhance the quality of service and products. Eg suggestions for improvements on service delivery. Use the table below to complete your analysis. In response to each problem provide an idea/solution (min 150 words).

Problem

Changes Required – Recommendations

c) Report your findings to Kevin, your

Service Delivery Manager

. He encourages staff to always present a solution to any problem. Kevin prefers that reports are presented according to the Organisational Style and Procedures Guide (see Business Services Homepage for this resource).

· In the Introduction briefly state what the purpose of the report is and describe the organisation.(50-150 words)

· Discuss the findings using bullet points (150 – 200 words)

· Use your knowledge of customer service to suggest recommendations to improve the customer service based on your findings (200 – 250 words)

3. Your manager has asked you to prepare some brief notes to add to the Customer Service Charter so that everybody is clear as to what is meant by interpersonal skills when serving customers including customers with specific needs (50 – 80 words each).

Required interpersonal skills

Outline of interpersonal skills for serving customers

Verbal communication

Non-verbal communication

Listening skills

Team work

Problem solving

Submit your notes for assessment

4. List and explain three (3) key provisions of the following legislation and explain how the provisions apply to the provision of customer service (between 50 – 100 words each):

Legislation
(Include Act name)

Key provisions
(3 per legislation)

Explain Key Provisions and how they apply to customer service

Privacy

Equal Opportunity

Workplace Health and Safety

Submit your response for assessment. If you have completed the requirements of Q4 in a previous Assessment Activity you are not required to re-do the task. Submit your previous feedback from a Lecturer.

5. Using the Marion Hearing Centre Policy and Procedure Manual explain the organisation’s policy and procedures for handling customer service , including handling customer complaints, in the scenarios listed below. (2-3 dot points per scenario)

Scenarios

Organisational Policy and Procedures (10-30 words)

Customer Arrives

Customer has concerns

Receptions appearance and presentation

Customer has special needs ie has difficulty hearing.

6. In BSBCUS301 AA1 Identify needs and deliver service you promised to send Anne Baird some information on new products that would assist her with her use of the telephone. When checking your email inbox you find the following message:

TO: The Manager

FROM: Anne Baird

When I came to my appointment three week’s ago you promised to send me some information on some new products/aids that would assist me with the use of the telephone. I haven’t received anything and I am tired of waiting. Can you please send it to me asap. I have since changed my email address to

abaird@mmail.com.au

. Please also update my records.

Read through the email carefully to ensure you understand exactly what Anne Baird requires and send her a “mock” email addressing her concerns and any other matters in the email that need attention. Remember to check for spelling and grammar (25-50 words).

Submit your mock email for assessment.

Marion Hearing Centre

Policy and Procedure Manual

ABOUT THE ORGANISATION

The Marion Hearing Centre is a small centre staffed by fully qualified and accredited hearing specialists and dedicated customer service staff.

CUSTOMER SERVICE CHARTER

The Marion Hearing Centre believes that it is important to listen carefully to the needs of out. Working together with the customer we will find the perfect hearing solution to meet the needs of our customers.

Marion Hearing Centre requires that staff comply with their Customer Service Charter as follows:

· customer enquiries must be attended to promptly

· phone calls must be answered with “Good morning/afternoon, Callan Legal, xxx speaking”

· staff must speak clearly

· staff must build a friendly yet professional rapport with clients by using a ‘smile in their voice’

· after booking their initial appointment, new clients should be asked if they will complete a four (4) question Customer Service Survey via email

· new clients must be provided with an appointment within 5 working days of their first contact

· all clients are to be given an appointment card with the appropriate dates and times

· staff are rostered to take after hours’ appointments if required

· due to Workplace Health and Safety requirements, staff are not allowed to take appointments after 7 pm

· you must communicate with the customer in a clear, concise and courteous manner

· use appropriate interpersonal skills such as effective listening and speaking skills, be attentive, paraphrase and summarise your discussion

· remember your non-verbal communication skills

· maintain eye contact – if this is appropriate with your customer

· don’t invade their personal space by standing too close to customers

· have a warm, friendly approach

· smile and show empathy

STAFF

Senior Audiologist

Tues and Thurs

Senior Audiologist

Wed and Thurs

Senior Audiometrist

Mon – Fri

Mon -Thurs

Nil

Name	Specialty	Work days	6.00 pm – 7.00 pm appointments
Harry Adams			Senior Audiologist		Mon – Fri		Wed and Thurs
Piotr Jonas		Senior Audiometrist		Mon -Thurs		Tues and Thurs
Jack Goffrey	Tue – Fri
Sue Ling	Wed – Fri
Josie Hower	Mon, Tues, Fri	Mon and Tues
Office Manager	Shera Williams		Nil
Service Delivery Manager	Kevin Bard

PROJECT PLAN TEMPLATE

Task

Action/s

Required Resources

Responsible Person

Due Date

TAFE SA Student Written Assessment Version 3.0 ©TAFE SA

RTO CODE 4106 | CRICOS 00092B

Page 1 of 12

S:\BJIT_Bus_Team\RR&D\Resources – Accredited\BSBCUS301 Deliver and monitor a service to customers\Assessment\BSBCUS301 AA2 Monitor and report on service delivery 090218 x

TAFE SA Student Written Assessment Version 3.0 ©TAFE SA
RTO CODE 4106 | CRICOS 00092B

Page 2 of 12

S:\BJIT_Bus_Team\RR&D\Resources – Accredited\BSBCUS301 Deliver and monitor a service to customers\Assessment\BSBCUS301 AA2 Monitor and report on service delivery 090218 x

Customer Service Survey

Greetings Marion Hearing Centre customer,

Thank you for choosing Marion Hearing Centre for your hearing appointment. Can we please ask that you take a few minutes of your time to complete a survey to further assist us with continuing to provide the best customer service and products we possibly can.

Question 1:

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:_6/1/xx________________

Are there any other comments with regards to the level of customer service you received you would like to add?

Hearing aids weren’t ready when I came back

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Hearing aids weren’t ready when I came back

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

Customer Service Survey

Greetings Marion Hearing Centre customer,
Thank you for choosing Marion Hearing Centre for your hearing appointment. Can we please ask that you take a few minutes of your time to complete a survey to further assist us with continuing to provide the best customer service and products we possibly can.
Question 1:

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:___6/1/xx______________

Are there any other comments with regards to the level of customer service you received you would like to add?

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

Customer Service Survey
Greetings Marion Hearing Centre customer,
Thank you for choosing Marion Hearing Centre for your hearing appointment. Can we please ask that you take a few minutes of your time to complete a survey to further assist us with continuing to provide the best customer service and products we possibly can.
Question 1:

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 3

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Date of appointment:__7/1/xx_______________

Are there any other comments with regards to the level of customer service you received you would like to add?

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

No one there when I arrived

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

Date of appointment:___9/1/xx______________

Are there any other comments with regards to the level of customer service you received you would like to add?

Happy with everything

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Date of appointment: __10/1/xx_______________

Are there any other comments with regards to the level of customer service you received you would like to add?

Everything was fine

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 4

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 3

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 3

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 5

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:_11/1/xx________________

Are there any other comments with regards to the level of customer service you received you would like to add?

They didn’t know what I wanted with my new hearing aids. Had to explain it all again.

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

They didn’t know what I wanted with my new hearing aids. Had to explain it all again.

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Date of appointment:__13/1/xx_______________

Are there any other comments with regards to the level of customer service you received you would like to add?

Very happy, thank you

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:_13/1/xx________________

Are there any other comments with regards to the level of customer service you received you would like to add?

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Date of appointment:__13/1/xx_______________
Are there any other comments with regards to the level of customer service you received you would like to add?

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:_13/1/xx________________
Are there any other comments with regards to the level of customer service you received you would like to add?

Staff on personal call when I arrived, took too long

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 3

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 5

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:_13/1/xx________________
Are there any other comments with regards to the level of customer service you received you would like to add?

Receptionist talking to a friend when I arrived, didn’t hurry to finish call

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Receptionist talking to a friend when I arrived, didn’t hurry to finish call

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 4

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 4

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 4

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 4

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Date of appointment:___19/1/xx______________

Are there any other comments with regards to the level of customer service you received you would like to add?

Staff chatting to each other, left me waiting

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Staff chatting to each other, left me waiting

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 2

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 3

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 4

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 5

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Date of appointment: _____23/1/xx____________

Are there any other comments with regards to the level of customer service you received you would like to add?

Not happy to wait while staff discuss their weekend

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Not happy to wait while staff discuss their weekend

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

Page
1 of
26
S:\BJIT_Bus_Team\RR&D\Resources – Accredited\BSBCUS301 Deliver and monitor a service to customers\Assessment\BSBCUS301 AA2 Customer Service Surveys 02 x

Customer Service Survey

Greetings Marion Hearing Centre customer,

Question 1:

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 5

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:__3/12/xx_______________

Are there any other comments with regards to the level of customer service you received you would like to add?

The woman was talking to her friend on the phone when I arrived. Should have stopped and served me.

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

Customer Service Survey

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Date of appointment: _7/12/xx________________

Are there any other comments with regards to the level of customer service you received you would like to add?

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 5

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Date of car service:_7/12/xx________________

Are there any other comments with regards to the level of customer service you received you would like to add?

They couldn’t find my booking. Sorted it out eventually.

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 4

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Date of appointment:__12/12/xx_______________

Are there any other comments with regards to the level of customer service you received you would like to add?

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Hearing aid was dirty when I picked it up

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Date of appointment:_____12/12/xx____________

Are there any other comments with regards to the level of customer service you received you would like to add?

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 3

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 4

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 6

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Date of appointment:__12/12/xx_______________
Are there any other comments with regards to the level of customer service you received you would like to add?

Staff were standing around chatting when I arrived. Continued to do so.

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Staff were standing around chatting when I arrived. Continued to do so.

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:__13/12/xx_______________

Are there any other comments with regards to the level of customer service you received you would like to add?

Appreciated the phone call to discuss options for my hearing.

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 7

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:_13/12/xx________________

Are there any other comments with regards to the level of customer service you received you would like to add?

Staff chatting amongst themselves when I arrived, continued to do that for a few minutes

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

About the customer service provided at point of arrival, do you feel you were given a friendly greeting and acknowledged in a reasonable amount of time?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 2:

Do you feel the service representative was prepared for your arrival with documentation ready and clearly explained?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 3:

Was the work to be carried out, along with price, explained and were you given the opportunity to raise any concerns?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 4:

Do you feel your concerns were heard and addressed?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 5:

Were you given a reasonable timeline in the waiting area?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 10

Question 6:

How would you rate your overall level of customer service?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 7:

Were you happy with the state of our reception area? For example, was it clean and presented well?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Question 8:

How likely are you to return and recommend Marion Hearing Centre to family and friends?

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 8

Question 9:

I was happy with the way my confidential details were stored and accessed.

Please rate from 1 – 10. 1 being lowest satisfaction – 10 being extremely satisfied

x 9

Date of appointment:____14/12/xx_____________

Are there any other comments with regards to the level of customer service you received you would like to add?

If you left not satisfied with the customer service or level of product service you expected, can you please describe why?

Thank you for taking the time to complete this survey. Your feedback is most important and will help us improve our level of service.

Page
18 of
18
S:\BJIT_Bus_Team\RR&D\Resources – Accredited\BSBCUS301 Deliver and monitor a service to customers\Assessment\BSBCUS301 AA2 Customer Service Surveys 01 x

VET ASSESSMENT

Student Practical Observation Assessment

Covers a number qualifications offered by TAFE SA

Business Unit/Work Group	TAFE SA Business Services
Qualification Code:		Covers a number qualifications offered by TAFE SA	Qualification Title
Unit Code/s	BSBCUS301	Unit Title/s	Deliver and monitor a service to customers
Assessment Task Title	BSBCUS301 AA1 Identify needs and deliver service
Student Name	Student SIS ID
Assessor Name		Date

Student Guide for Practical Assessment

Overview of Assessment

· The following topics will be covered in the assessment:

· Identify customer need

· Deliver service to customers

· You will be assessed individually.

· The assessment for the Unit of Competency will include:

· flexible classrooms and/or online

· Assessment Activities will include one or more of the following:

· role play and supporting documentation

· There are multiple tasks within this AA. They can be completed over a period of time as outlined in the time allowed section below.

Task/s to be assessed

To achieve a satisfactory outcome for this AA you must successfully complete and show evidence of the following:

Assessment 1 – Case Study

· Q1 Case Study 1 (a) Role Play 1

· Q1 Case Study 1 (b) Role Play 2

Assessment 2 – Case Study

· Q2 Case Study 2 – Role Play

· Q2 Case Study 2 – Customer Complaint Form

· 2Q3 Short Answer questions

Time allowed

Allow approx. 2 weeks to complete this AA.

Your lecturer will inform you regarding Due Dates.

Location

Flexible Classroom or online depending on your Study Mode.

Decision making rules

To receive a satisfactory outcome for this AA you must successfully complete all tasks correctly.

Assessment conditions

1. Read all AA instructions below carefully before starting the AA, and contact your lecturer if you need more information.

2. Refer to the Business Home Page for student Rights and Responsibilities and other relevant information:
http://learn.tafesa.edu.au/course/view.php?id=3494

3. To be found competent in this unit you need to satisfactorily complete all assessment activities for this unit.

4. When you submit your work for this AA you are agreeing that

a. You have read and understood the requirements of this AA, and

b. That all assessment evidence submitted is your own original work.

5. The AA is unsupervised and open book.

6. All written AAs must be keyed according to the Standards outlined in the Organisational Style and Procedures Guide (see Business Services Homepage for this resource).

8. All AAs are to be submitted to Learn unless otherwise instructed by your lecturer.

Resources required

Resources:

You will be required to access the following resources

· office equipment such as a printer either at home, in a flexible classroom on campus or a local library

· Microsoft office suite eg Word – See TAFE SA Internet for access to student approved versions if required

· organisational policies and procedures – provided in this AA

· examples of customer complaints and feedback – provided in this AA

· case studies as provided in this AA

· Audio Recorder

· a ‘voice recorder’ app on a mobile phone/tablet

· an ‘MP3 recorder’ or recording device

· ‘Sound recorder’ or similar software on your computer/ laptop

· Internet Resources (Example: Australian Standards/ Procedures manual/Legislation etc)

· Business equipment eg photocopier

Personnel:

Simulated activities will require the support of other people. These people can be:

· your manager/supervisor and/or a work colleague

· a student also doing this course

Contacting another student

• go to the Contacting other students forum in this Learn course

• Contact your lecturer if you are experiencing an issue organising this with another student(s).

Contact your lecturer if you are experiencing an issue organising this discussion.

Recording of Role Plays

For the Role Play/s you are required to organise a person/s who will assume the role of your Manager/customer or as appropriate. Unless otherwise instructed you will have to record the Role Plays.

For recordings you will need to organise a Permission to Record signature using the template at the end of this document. Each recording must be saved and be submitted with your assessment.

Contact your lecturer if you are experiencing an issue organising this Role Play.

Results/Re-assessment

· You have the right to one re-submission per AA (unless negotiated with your lecturer).

· The assessment outcome and feedback will be provided within 7 to 10 days of the lecturer receiving the work unless notified otherwise.

· It is your responsibility to regularly check for assessment feedback, and to action any additional re-assessment requirements requested by the lecturer in a timely manner.

· All AA must be successfully completed by the due date issued by the lecturer.

· To be deemed successful in this unit you must receive a satisfactory result in all AA for the unit.

· For more information, refer to the TAFE SA Assessment and Academic Grievances Policy.

Is there any Reasonable Adjustment Consideration required?

Students with a disability, medical condition or other personal circumstances impacting on their study may be eligible for reasonable adjustments or special consideration in assessment. For more details contact Student Services or speak to your lecturer.

Marking scale:

Satisfactory

correctly completed all requirements for this AA

Not yet satisfactory

further work required for this AA

Outstanding

work for this assessment activity still needs to be submitted

For Learn Users Only
· LEARN students will be provided the feedback and outcome of this AA via LEARN
· Notification in LEARN will indicate that you have been advised of the outcome of this AA

Assessment Outcome

☐

Satisfactory:
☐
Not satisfactory:
☐
Outstanding (work)
☐

	Satisfactory:	☐	Not satisfactory:	Outstanding (work)
Re-assessment details (if applicable):
Date of re-assessment: (Attach supplementary observation checklist/s used in re-assessment)
Re-assessment outcomes, if applicable:
Feedback to student:

BSBCUS301 Deliver and monitor a service to customers

BSBCUS301 AA1 Identify customer needs and deliver service

You work as a receptionist for Marion Hearing Centre and report to the

Office Manager

. You also provide administrative support for five (5) health professionals. Before commencing the required activities read the Marion Hearing Centre Policies and Procedures Manual at the end of this document.

1. Case Study 1

You receive the following telephone calls which you must respond to according to the Marion Hearing Centre Customer Service Charter.

a. Role play 1 – Chen Ly is a new client who wishes to see an audiologist on a Tuesday as he has the day off.

b. Role play 2 – Anne Baird is a new client wishes to see an audiologist as her hearing aid is creating great discomfort for her. She works on a full-time basis and wishes to make an appointment after 7:30 pm.

Anne also discusses the challenges she has with her telephone as a result of her hearing aid. You discuss some new products with her. (See the Policies and Procedures at the end of this document.)

Instructions

Record your Role Plays or have your lecturer observe you on-campus. If you are required to record you must save each recording and submitted for assessment.

Your lecturer will assess your recordings to see that you demonstrate that you have:

· used appropriate interpersonal skill

· clarified the customer needs and expectations

· responded according to the organisation’s Policies and Procedure Manual

Submit each recording (if appropriate) otherwise your lecturer will complete an Observation Checklist during face-to-face observation.

2. Case Study 2 – Customer complaints

Pham Zellwellin had previously organised to have a new hearing aid made for him. As agreed he came in to the Centre on Tuesday 7 August XXX to collection his new hearing aid. You made a check-up appointment for him for the following Tuesday 14 August XXX at 9 am. Mr Zellwellin didn’t attend the check-up appointment on the arranged time and instead came in for the appointment on Thursday 16 August at 9 am.

You explain to Mr Zellwellin that he should have attended on Tuesday and that he would be charged a fee for non-attendance at the planned appointment, as per organisational procedures.

Mr Zellwellin advised that he had difficulty understanding you due to the language differences and that he thought you said Thursday not Tuesday. It is evident that English is Mr Zellwellin second language and you realise that you didn’t give him an appointment card with the time and date on it. This is standard practice at Marion Hearing due to your majority client base having hearing loss. It is clear that Mr Zellwellin is very unhappy about the situation.

a. You realise that you have reached a point where you cannot assist Mr Zellwellin further and you decide to telephone your Manager for assistance. During the call you explain what happened, why the customer is upset, why you require assistance and why you could no longer continue to assist the customer.

Towards the end of the discussion Shera agrees to waive the fee and you seek clarification from her regarding the required action and follow-up.

b. Mr Zellwellin comes in to the Centre regarding his complaint. Explain that you spoke to your manager and that usually missed appointments must be charged. However, as he was not given an appointment card, according to the organisations Customer Service Charter, therefore he won’t be charged. Mr Zellwellin appears pleased with this result and shakes your hand. You ask him if he is happy with this resolution. He agrees that he is

c. Your manager has asked you to help Mr Zellwellin complete a complaint form, see below. Please continue your role play and assist him to do so. Mr Zellwellin gives you his contact details.

Instructions

Unless otherwise instructed you will have to record the Role Plays. Save the recording, complete the Permission to Record form and submit for assessment.

Your lecturer will assess your recordings to see that you demonstrate that you have:

· sought assistance from the appropriate person

· used appropriate interpersonal skill
· clarified the customer needs and expectations

· responded according to the organisational Customer Service Charter

Marion Hearing Centre

Policies and Procedures Manual

CUSTOMER SERVICE CHARTER

Marion Hearing Centre requires that staff comply with their Customer Service Charter as follows:

· customer enquiries must be attended to promptly

· phone calls must be answered with “Good morning/afternoon, Marion Hearing Centre, xxx speaking”

· staff must speak clearly

· staff must build a friendly yet professional rapport with clients by using a ‘smile in their voice’

· after booking their initial appointment, new clients should be asked if they will complete a four (4) question Customer Service Survey via email

· new clients must be provided with an appointment within 5 working days of their first contact.

· all clients are to be given an appointment card with the appropriate dates and times

· staff are rostered to take after hours’ appointments if required

· due to Workplace Health and Safety requirements, staff are not allowed to take appointments after 7 pm

· you must communicate with the customer in a clear, concise and courteous manner

· use appropriate interpersonal skills such as effective listening and speaking skills, be attentive, paraphrase and summarise your discussion.

· remember your non-verbal communication skills

· maintain eye contact – if this is appropriate with your customer

· don’t invade their personal space by standing too close to customers

· have a warm, friendly approach

· smile and show empathy

NEW PRODUCTS

Telephone and FM Systems

The Centre has just introduced a new range of telephones and FM systems, designed to work with and enhance life for people with hearing aids. It usually takes around 15 minutes to demonstrate the new product and answer any questions.

FEES AND CONDITIONS

· You must advise any new client of the following:

· Initial consult fee is $125.00

· Cancellations must be made 1 working day in advance to avoid charges being accrued.

MANAGING CUSTOMER COMPLAINTS OR CONCERNS

· Reception staff must always attempt to address customer complaints or concerns as quickly and efficiently as they can according to their own job role.

· Customer Complaints are to be referred to the appropriate Manager.

STAFF

Senior Audiologist

Tues and Thurs

Senior Audiologist

Wed and Thurs

Senior Audiometrist

Mon – Fri

Mon -Thurs

Nil

Name	Specialty	Work days	6.00 pm – 7.00 pm appointments
Harry Adams			Senior Audiologist		Mon – Fri		Wed and Thurs
Piotr Jonas		Senior Audiometrist		Mon -Thurs		Tues and Thurs
Jack Goffrey	Tue – Fri
Sue Ling	Wed – Fri
Josie Hower	Mon, Tues and Fri	Mon and Tues
Office Manager	Shera Williams		Nil
Service Delivery Manager	Kevin Bard

CUSTOMER COMPLAINT FORM
Name (The Customer)

Address	City
State	Postal Code	Phone	Fax
Complaint Taken By (Employee Name) Date:
Description of the Complaint (20 – 30 words)
Corrective Action: (20 – 30 words)
Customer feedback – satisfied with resolution?
How can we avoid this complaint in the future? (20-50 words)
Customer Signature	Employee Signature

Please ensure role play participants complete and sign here:

PERMISSION TO USE AUDIO RECORDING FOR ASSESSMENT PURPOSES

I /we give permission to use this audio recording for assessment of BSBCUS301 Deliver and monitor a service to customers for TAFE SA. This audio will only be used for this purpose.

The following party/ie give permission:

Date

Full name

Signature

TAFE SA Student Practical Observation Assessment Version 2.1

Page 10 of 10

S:\BJIT_Bus_Team\RR&D\Resources – Accredited\BSBCUS301 Deliver and monitor a service to customers\Assessment\BSBCUS301 AA1 Identify needs and deliver service 090218 x

What Will You Get?

We provide professional writing services to help you score straight A’s by submitting custom written assignments that mirror your guidelines.

Premium Quality

Get result-oriented writing and never worry about grades anymore. We follow the highest quality standards to make sure that you get perfect assignments.

Experienced Writers

Our writers have experience in dealing with papers of every educational level. You can surely rely on the expertise of our qualified professionals.

On-Time Delivery

Your deadline is our threshold for success and we take it very seriously. We make sure you receive your papers before your predefined time.

24/7 Customer Support

Someone from our customer support team is always here to respond to your questions. So, hit us up if you have got any ambiguity or concern.

Complete Confidentiality

Sit back and relax while we help you out with writing your papers. We have an ultimate policy for keeping your personal and order-related details a secret.

Authentic Sources

We assure you that your document will be thoroughly checked for plagiarism and grammatical errors as we use highly authentic and licit sources.

Moneyback Guarantee

Still reluctant about placing an order? Our 100% Moneyback Guarantee backs you up on rare occasions where you aren’t satisfied with the writing.

Order Tracking

You don’t have to wait for an update for hours; you can track the progress of your order any time you want. We share the status after each step.

Order Now Talk to Us

Areas of Expertise

Although you can leverage our expertise for any writing task, we have a knack for creating flawless papers for the following document types.

Essay

Thesis

Presentation

Dissertation

Term Paper

Research Paper

Book Review

Assignment

Report

Case Study

Letter

Article

Coursework

Speech

Q & A

Critical Thinking

Areas of Expertise

Although you can leverage our expertise for any writing task, we have a knack for creating flawless papers for the following document types.

Essay

Thesis

Presentation

Dissertation

Term Paper

Research Paper

Book Review

Assignment

Report

Case Study

Letter

Article

Coursework

Speech

Q & A

Critical Thinking

Trusted Partner of 9650+ Students for Writing

From brainstorming your paper's outline to perfecting its grammar, we perform every step carefully to make your paper worthy of A grade.

Preferred Writer

Hire your preferred writer anytime. Simply specify if you want your preferred expert to write your paper and we’ll make that happen.

Grammar Check Report

Get an elaborate and authentic grammar check report with your work to have the grammar goodness sealed in your document.

One Page Summary

You can purchase this feature if you want our writers to sum up your paper in the form of a concise and well-articulated summary.

Plagiarism Report

You don’t have to worry about plagiarism anymore. Get a plagiarism report to certify the uniqueness of your work.

Free Features $66FREE

Most Qualified Writer $10FREE
Plagiarism Scan Report $10FREE
Unlimited Revisions $08FREE
Paper Formatting $05FREE
Cover Page $05FREE
Referencing & Bibliography $10FREE
Dedicated User Area $08FREE
24/7 Order Tracking $05FREE
Periodic Email Alerts $05FREE

Our Services

Join us for the best experience while seeking writing assistance in your college life. A good grade is all you need to boost up your academic excellence and we are all about it.

On-time Delivery
24/7 Order Tracking
Access to Authentic Sources

Academic Writing

We create perfect papers according to the guidelines.

Professional Editing

We seamlessly edit out errors from your papers.

Thorough Proofreading

We thoroughly read your final draft to identify errors.

Thorough Proofreading

We thoroughly read your final draft to identify errors.

Delegate Your Challenging Writing Tasks to Experienced Professionals

Work with ultimate peace of mind because we ensure that your academic work is our responsibility and your grades are a top concern for us!

Check Out Our Sample Work

Dedication. Quality. Commitment. Punctuality

It May Not Be Much, but It’s Honest Work!

Here is what we have achieved so far. These numbers are evidence that we go the extra mile to make your college journey successful.

0+

Happy Clients

0+

Words Written This Week

0+

Ongoing Orders

0%

Customer Satisfaction Rate

Process as Fine as Brewed Coffee

We have the most intuitive and minimalistic process so that you can easily place an order. Just follow a few steps to unlock success.

Call Us +1 (877) 657-8180 Discuss Order Details Now

See How We Helped 9000+ Students Achieve Success

We Analyze Your Problem and Offer Customized Writing

We understand your guidelines first before delivering any writing service. You can discuss your writing needs and we will have them evaluated by our dedicated team.

Clear elicitation of your requirements.
Customized writing as per your needs.

We Mirror Your Guidelines to Deliver Quality Services

We write your papers in a standardized way. We complete your work in such a way that it turns out to be a perfect description of your guidelines.

Proactive analysis of your writing.
Active communication to understand requirements.

We Handle Your Writing Tasks to Ensure Excellent Grades

We promise you excellent grades and academic excellence that you always longed for. Our writers stay in touch with you via email.

Thorough research and analysis for every order.
Deliverance of reliable writing service to improve your grades.

Place an Order Start Chat Now

Order 941665: Deliver and Monitor a Service to Customers

TAFE SA VET ASSESSMENT

Student Written Assessment

What Will You Get?

Premium Quality

Experienced Writers

On-Time Delivery

24/7 Customer Support

Complete Confidentiality

Authentic Sources

Moneyback Guarantee

Order Tracking

Areas of Expertise

Essay

Thesis

Presentation

Dissertation

Term Paper

Research Paper

Book Review

Assignment

Report

Case Study

Letter

Article

Coursework

Speech

Q & A

Critical Thinking

Areas of Expertise

Essay

Thesis

Presentation

Dissertation

Term Paper

Research Paper

Book Review

Assignment

Report

Case Study

Letter

Article

Coursework

Speech

Q & A

Critical Thinking

Trusted Partner of 9650+ Students for Writing

Preferred Writer

Grammar Check Report

One Page Summary

Plagiarism Report

Free Features $66FREE

Our Services

Academic Writing

Professional Editing

Thorough Proofreading

Thorough Proofreading

Delegate Your Challenging Writing Tasks to Experienced Professionals

Check Out Our Sample Work

It May Not Be Much, but It’s Honest Work!

0+

Happy Clients

0+

Words Written This Week

0+

Ongoing Orders

0%

Customer Satisfaction Rate

Process as Fine as Brewed Coffee

Share Your Requirements

Place Order & Deposit Funds

Release Payment to Your Writer

See How We Helped 9000+ Students Achieve Success

We Analyze Your Problem and Offer Customized Writing

We Mirror Your Guidelines to Deliver Quality Services

We Handle Your Writing Tasks to Ensure Excellent Grades