BSBCUE309 – Assessment Activity Copy
Resources required to undertake this assessment
You must have access to the following resources for assessment:
-Pen and paper for note-taking (if required)
-Access to a working computer connected to the internet
-Acrobat PDF reader (preferred)
Students should respond to the formative and summative assessments either in writing or as agreed with the trainer/assessor. There should be sufficient space to record answers, however, if preferred you may wish to submit your responses in written via document upload to email@example.com clearly documenting your name, student login (email address) and the title of this unit of competency (as above).
If students answers are not sufficient, or if an assessor would like to determine if the work is your own, we may conduct a verbal assessment from one of Key Institute’s assessors. The assessor should record the students answers in detail.
Students must fully understand what is required of them to perform to complete these assessments successfully, by selecting the start quiz button the student agrees.
To receive a satisfactory result for the assessments, students must complete all activities/questions, and nominated tasks by the assessor to the required standard.
Completion of all tasks to a satisfactory level will contribute to a final assessment of competence.
If deemed as not satisfactory, students have the ability to resubmit a maximum of 100 times.
I declare that:
-The assessment requirements have been clearly explained to me
-All the work completed towards assessment will be my own
-Cheating and plagiarism are unacceptable
-I know that I can appeal my results1
You are a customer service support officer for a paper company called Paper Planes. You will be asked a series of questions regarding the company, the products/services it sells and will be required to create resources to support other staff in the contact centre. Please ensure you review the resources below paying particular attention to the Products and Services and Call Centre Procedures.
Resources (click links):
- Paper Planes Pty Ltd – Products and Services
- Paper Planes Pty Ltd Standard Operating Procedures – Call Centre
- Paper Planes Pty Ltd Standard Operating Procedures – Customer Complaints
- Paper Planes Pty Ltd Standard Operating Procedures – Performance Review
- Paper Planes Pty Ltd – HR Induction Manual
- Paper Planes Pty Ltd – Work Health and Safety Policy