Assessment task preparation and submission

Assessment tasks

Assessment Task 1: Simulated Customer Call

Assessment Task 1: Simulated Customer Call (Word Document)

In this task you will show your phone communication skills in action. Working with a partner, you will record a short simulated customer call (5 to 7 minutes) where you take the role of the staff member handling a difficult situation. You will choose from two realistic scenarios and guide the call from greeting to resolution, drawing on the listening, tone, and de-escalation skills you have practised throughout the unit. This is your chance to demonstrate that you can stay professional and helpful when a customer is frustrated.

Assessment Task 2: Written Customer Email

Assessment Task 2: Written Customer Email (Word Document)

In this task you will respond to a real-world customer email. You will choose one of two scenarios, each featuring a frustrated customer, and write a professional email reply (150 to 250 words) that acknowledges their concern, sets a warm and professional tone, and lays out clear next steps. This task shows that you can carry the same care and clarity from a phone call into your written communication, where tone has to come through in your words alone.

What to submit

1. Open and read both assessment documents in full.
2. Note the scenarios, requirements, and marking criteria for each task.
3. Complete your assessment work.
4. Submit each task by the due date. The submission instructions for each task are inside the document itself.
5. If anything is unclear, contact your facilitator before the due date.

You can return to these documents at any time as you work on your assessments.