Journal 1. It is suggested you do this once you complete the Online Test. The Journal function in Interact2 must be used. External journal sites are not permitted. If your country geo-blocks Interact2 website or your circumstance prevents you from accessing the Internet (eg. disability or in a correctional centre), please contact your lecturer immediately. If it is an office/organisation firewall preventing access, you must find an alternative Internet access point to complete this task.
You are going to write a short experiential piece on customer support. It should be your personal (real) experience. Do not try and write an imaginary case. Future assignments will be based on this piece so please write it as honestly as possible from the view of a customer. [You may read your future assignments to understand what this setting is all about. It can be a bad experience with a mobile phone service provider, an over-the-counter service in a fast food outlet, supermarket, theme park or just about any place or business.]
Important Note: Attempting to contact any emergency service to obtain data for this assignment is not permitted and will automatically attract a zero mark for this assignment. Doing so is also an offence under the Commonwealth Criminal Code Act and is punishable under Australian law.
Answer the following questions by writing in the Journal section of Interact2:
(hints and tips to write this assignment is available under Assignment tab of Interact2)
Q1 - Name/type of Organisation (Not to exceed 30 words)
You are NOT to use any real name of person/s or the organisation/s involved. Kindly use pseudonyms for personal names. For organisations, use ABC Phone Company, XYZ Supermarket, CDE Government Agency, etc. Provide a short background to this organisation if necessary.
Q2 - Communication Method (Between 5 to 50 words)
State the communication method involved. If multiple methods, state all of them and the stages involved.
Q3 - Describe the Problem or Enquiry (About 500 words)
Write for the reader. Be as detailed as possible about your experience.
Q4 - Resolution or Proposal for Resolution (About 300 words)
Now write from the view of the other side as what could have been done to resolve the case. Outline steps or processes that you may deem necessary for this to happen. If the case was resolved, explain how it was resolved.
Referencing is not a requirement of this assessment item.
The tasks in this online test relates to Learning Outcome 2 & 3:
- be able to describe the basic customer relationship skills required in the support environment;
- be able to develop, refine and demonstrate the necessary technical writing skills to write concise and accurate customer contact reports;
Be able to describe basic customer relationship skills in the support environment
Able to provide correct answers to basic customer relationship skills and able to answer all questions in this area
Able to provide correct answers to most questions that relates
to basic customer relationship skills
Able to provide correct answers to some questions that relates
to basic customer relationship skills
Able to provide correct answers to a few questions that relates to basic customer relationship skills
Unable to answer most questions correctly
Possible Marks 8.6-10.0 7.6-8.5
1. Work must be written in appropriate English, unless otherwise directed. Appropriate referencing when required needs to follow APA 6th edition only.
2. Please stick to one English spelling (either Australian English or American English); do not mix them. If you are required to print (or PDF) your assignment (eg. correctional centres, students with special needs or countries that cannot access Interact2 due to geographical blocks), kindly ensure they are set in A4 format size. All charts or graphs that you paste for your assignment must be legible and complete. Students from countries who use "letter-sized" paper are specifically requested to ensure that their page setup is in A4 size, not Letter.
3. Work is to be word processed (typed) in single spacing. All work which is presented should be carefully proofed, so that errors including typographical ones are corrected.
4. All language used in assignments should be non-sexist.
5. Try to avoid acronyms and jargon, but if you must use them please explain them in the first instance, then use the abbreviated form in the rest of the report.
6. Appendices are not to be used unless specifically requested in the assignment question. When they are requested they should be brief and directly related to the content of the assignment.
7. Follow the headings and sub headings for clarity.
8. Lists of bullet and dot points should be used very sparingly. Lists are very hard for the marker to absorb and do not display your understanding of the subject matter.
9. Generally you will not be penalised if you exceed the suggested word length by about 5%. This is not meant to encourage you to extend your word limit endlessly as an assignment that is succinct generally gains better marks. It would be wise to check with your individual lecturer about the length of your assignment if you expect it to exceed the suggested word limit. You will however, be penalised if you do not meet the suggested word length without adequate consultation with your lecturer. Table of contents and reference list (if used) are not included in the word count.
10. In online journal entries, the (later) date and time entered by the system is taken as the final submitted date/time. If you edit your work after due date/time, marks will be deducted according to the penalty for late submission. As an example: If the journal entry is due 4 June, and there was an edit on 5th June; the later date is taken as the submission date - a penalty of 10% per day applies.