Assessor Resource

AHCMER401
Coordinate customer service and networking activities

Assessment tool

Version 1.0
Issue Date: April 2024


This unit of competency describes the skills and knowledge required to coordinate customer service and networking activities.

All work must be carried out to comply with workplace procedures, work health and safety legislation and codes.

This unit applies to agricultural or horticultural merchandise or department managers who have responsibility for customer service delivery by others.

This unit applies to individuals who take responsibility for their own work and provide and communicate solutions to a range of predictable and sometimes unpredictable problems.

No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Contribute to quality customer standards

1.1 Access, interpret, apply and monitor customer service standards in the workplace

1.2 Make contributions to the development, refinement and improvement of service policies, standards and processes

1.3 Ensure customer interactions are consistent with legislation, codes of practice and enterprise policies

2. Implement customer service systems

2.1 Encourage personnel to consistently implement customer service systems

2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

2.3 Identify customer service complaints and make adjustments to ensure continued service quality

2.4 Communicate adjustments to all those involved in service delivery within appropriate time frames

2.5 Coordinate and manage delivery of services or products to ensure they effectively and efficiently meet agreed quality standards

3. Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand networks to ensure referral of customers to products or services

3.3 Establish procedures to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available

3.4 Establish procedures to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services

3.5 Maintain records of customer interaction in accordance with organisational guidelines

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

access and apply customer service policies and procedures

respond to customer feedback and complaints

develop and use networks to source goods and services

provide value for the customer in sourcing and supplying goods and services

maintain records of customer feedback and interactions

The candidate must demonstrate knowledge of:

relevant legislation, codes and enterprise policies

the organisation's business structure, products and services

customer service systems/procedures including the continuous quality improvement framework, together with some knowledge of the customer population and how the system applies to delivering customer service to that customer population

the principles of customer service

the principles of effective communication in relation to listening, questioning and non-verbal communication

the individual's role in delivering customer service

techniques for dealing with customers with special needs

techniques for building relationships of trust and mutually acceptable outcomes

related organisations, agencies and networks

the principles and operations of networks

Competency is to be assessed in the workplace or simulated environment that accurately reflects performance in a real workplace setting.

Assessors must satisfy current standards for RTOs.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Contribute to quality customer standards

1.1 Access, interpret, apply and monitor customer service standards in the workplace

1.2 Make contributions to the development, refinement and improvement of service policies, standards and processes

1.3 Ensure customer interactions are consistent with legislation, codes of practice and enterprise policies

2. Implement customer service systems

2.1 Encourage personnel to consistently implement customer service systems

2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

2.3 Identify customer service complaints and make adjustments to ensure continued service quality

2.4 Communicate adjustments to all those involved in service delivery within appropriate time frames

2.5 Coordinate and manage delivery of services or products to ensure they effectively and efficiently meet agreed quality standards

3. Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand networks to ensure referral of customers to products or services

3.3 Establish procedures to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available

3.4 Establish procedures to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services

3.5 Maintain records of customer interaction in accordance with organisational guidelines

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

access and apply customer service policies and procedures

respond to customer feedback and complaints

develop and use networks to source goods and services

provide value for the customer in sourcing and supplying goods and services

maintain records of customer feedback and interactions

The candidate must demonstrate knowledge of:

relevant legislation, codes and enterprise policies

the organisation's business structure, products and services

customer service systems/procedures including the continuous quality improvement framework, together with some knowledge of the customer population and how the system applies to delivering customer service to that customer population

the principles of customer service

the principles of effective communication in relation to listening, questioning and non-verbal communication

the individual's role in delivering customer service

techniques for dealing with customers with special needs

techniques for building relationships of trust and mutually acceptable outcomes

related organisations, agencies and networks

the principles and operations of networks

Competency is to be assessed in the workplace or simulated environment that accurately reflects performance in a real workplace setting.

Assessors must satisfy current standards for RTOs.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Access, interpret, apply and monitor customer service standards in the workplace 
Make contributions to the development, refinement and improvement of service policies, standards and processes 
Ensure customer interactions are consistent with legislation, codes of practice and enterprise policies 
Encourage personnel to consistently implement customer service systems 
Review customer feedback in consultation with appropriate personnel and analyse when improving work practices 
Identify customer service complaints and make adjustments to ensure continued service quality 
Communicate adjustments to all those involved in service delivery within appropriate time frames 
Coordinate and manage delivery of services or products to ensure they effectively and efficiently meet agreed quality standards 
Establish effective regular communication with customers 
Establish, maintain and expand networks to ensure referral of customers to products or services 
Establish procedures to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available 
Establish procedures to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services 
Maintain records of customer interaction in accordance with organisational guidelines 

Forms

Assessment Cover Sheet

AHCMER401 - Coordinate customer service and networking activities
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AHCMER401 - Coordinate customer service and networking activities

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: