Observation Checklist – BSBOPS404 Implement

customer service strategies

Task 2.2

Student name: Manuel Felipe Rodriguez Pelaez

Student ID: 70443

Date Completed: 1/6/23

Location: Zoom

BSBOPS404 Implement customer service strategies V3 2021 Page 1

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Instructions to student

Schedule a suitable time with the trainer and assessor to meet with the customer, played
by your trainer and assessor.

• Prepare to meet with the customer to address their concerns and possibly fix the
problem.

• You will need access to a computer or device connected to the internet.

• Duration of the meeting: 20 minutes.

The trainer and assessor will observe and evaluate your performance during the Role-
Play.

Before the meeting:

• Review the case scenario provided for this assessment.

• Review CoffeeVille Customer Service Policy, Procedures for Serving Customers,
and Complaints Policy and Procedure (Appendix 5,6 and 7- Assessment 2).
During the meeting:

• During your role play you will need to follow the CoffeeVille Complaints Policy and
Procedure (Appendix 7- Assessment 2) and demonstrate appropriate customer
service communication skills as outlined in the CoffeeVille Procedures for Serving
Customers (Appendix 6- Assessment 2).
• This includes using the CoffeeVille website to help address the customer needs:
http://coffeeville.simulations.australiantrainingproducts.com.au/coffeeville.simulati
ons.learn.com.au/index.html
• In your meeting you will need to address the following:
o Identify the customer issues
o Calm the customer
o Provide a solution to the customer to address their issue
• You will need to demonstrate effective communication skills with customers
including:
o Using pace, intonation, intelligible pronunciation and listening and
questioning techniques to interact effectively with others identify the needs
and priorities of the organisation in delivering services to customers
o using structure, grammar and clear and specialised language to describe
customer needs, maintain information and support a particular position.
o Use a range of strategies to establish a sense of connection and build
rapport with customers
o Collaborate with others contributing knowledge and skills to achieve joint
outcomes.
After the meeting

BSBOPS404 Implement customer service strategies V3 2021 Page 2

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Instructions to student

• Ask the customer to complete the customer feedback form (Template 1-

Assessment2)
• Write customer service notes
• Both of these documents will need to be submitted to GOALS along with this
observation checklist

This is an assessable task and the trainer and assessor will evaluate your performance
during the meeting using this observation checklist.

If you are absent from class, it is your responsibility to make alternative arrangements
with the trainer and assessor.

You may only reschedule once.

BSBOPS404 Implement customer service strategies V3 2021 Page 3

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Instructions to assessor

Student is required to role-play a customer meeting where you will play the role of the
customer.

• Print the Observation checklist before the Role-Play.

• Make sure to adjust this document to allow enough space for comments and
feedback.
• Discuss the requirements of the Role-Play with the student to make sure that
he/she is clear on what is expected.
• Observe and evaluate the performance of the student during the Role-Play using
the checklist provided
• Ask the student to answer the support questions in this document and provide
feedback
• Discuss the feedback with the student
• All parties to sign and date
• The student to submit the observation checklist with his/her assessment
You will be looking for the student’s demonstrated ability to apply knowledge and skills
required to

• communicate effectively with customers including:

o Using pace, intonation, intelligible pronunciation and listening and questioning
techniques to interact effectively with others identify the needs and priorities
of the organisation in delivering services to customers
o using structure, grammar and clear and specialised language to describe
customer needs, maintain information and support a particular position.
o Use a range of strategies to establish a sense of connection and build rapport
with customers
o Collaborate with others contributing knowledge and skills to achieve joint
outcomes.
• Follow CoffeeVille Complaints Policy and Procedure (Appendix 7- Assessment 2)
and demonstrate appropriate customer service communication skills as outlined in
the CoffeeVille Procedures for Serving Customers (Appendix 6- Assessment 2).

BSBOPS404 Implement customer service strategies V3 2021 Page 4

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 OBSERVATION

Assessor to complete –

Tasks observed and standards expected Yes /No

Student performs work in an organised manner: Yes ☒ No ☐

• Has come prepared to address customer needs and provide a

solution.
• Has come prepared and is familiar with the case scenario and
CoffeeVille customer service policies and procedures.

Comments:

Meeting was used to address the following: Yes ☒ No ☐

• Calm the customer.

• Clarify the customer issue
• Provide a solution to the customer issue.
• Provide the customer with a feedback form to complete
(Template 1 Assessment 2)
Comments:

Student communicated effectively with the customer by: Yes ☒ No ☐

• Using pace, intonation, intelligible pronunciation and listening

and questioning techniques to interact effectively with others
identify the needs and priorities of the organisation in delivering
services to customers
• Use a range of strategies to establish a sense of connection and
build rapport with customers
• Collaborate with the customer contributing knowledge and skills
to achieve joint outcomes.

For example:
● demonstrate active listening:
○ open posture ○ open questions to probe
○ leaning in ○ closed questions to verify
○ eye contact ○ paraphrasing or summarising.
○ relaxed
○ encouraging

BSBOPS404 Implement customer service strategies V3 2021 Page 5

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Assessor to complete –

Tasks observed and standards expected Yes /No

Comments:

Student followed CoffeeVille Complaints Policy and Procedure and

Procedures for Serving Customers (Refer to Appendix 6 & 7 in
Assessment 2)

Did the student:

• Follow procedures to greet the customer

• Follow procedures to identify customer needs
• Refer the customer to the CoffeeVille website and show them
how to register, place an order and provide feedback.
• Offer a 10% discount on subsequent orders
• At end of complaint summarize complaint and how you commit to
resolving the complaint. Gain customer agreement.

Comments:

Complete if applicable to the Role-Play: Yes ☒ No ☐

If working in a group, the student has actively participated in group

work with a substantial contribution that can be assessed individually
for all the requirements of this task.

Feedback to student

BSBOPS404 Implement customer service strategies V3 2021 Page 6

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Student to complete - Answer /Response provided

Questions to support the

observation

What did you do well during Preparing a speech

the customer meeting?

What could you have done Make it less obvious that I had a guide to read from.
better?

Do you think you addressed Yes, although it could have been better: by the end the
the customers’ concerns in customer left without coffee… we should’ve filled her car with
line with CoffeeVille policies coffee beans bags.
and procedures? If not, what
would you do differently?

Assessor’s feedback:

The learner participated in the Role-Play and followed the CoffeeVille Complaints Policy and
Procedure (Appendix 7) and demonstrated appropriate customer service communication skills as
outlined in the CoffeeVille Procedures for Serving Customers

The responses provide supporting evidence of the knowledge and skills required to
negotiate recommendations for variations to operational plans and gain approval from
designated persons/groups.

Yes ☒ No ☐

Task Outcome

Satisfactory ☒ Not Yet Satisfactory ☐

Student signature acknowledging the feedback:

________________Manuel Rodriguez___MFRP_________________________

Assessor name……………Arif Khadem

BSBOPS404 Implement customer service strategies V3 2021 Page 7

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Student to complete - Answer /Response provided

Questions to support the

observation

Assessor signature: ……………………………………………… Date: ……1/6/23……...

BSBOPS404 Implement customer service strategies V3 2021 Page 8

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au