Assessor Resource

AUM8011B
Provide customer service

Assessment tool

Version 1.0
Issue Date: April 2024


The unit applies to the automotive and related component manufacturing environment and involves application of skills and knowledge at a production worker level. These skills and knowledge are to be used within the scope of the person's job and authority.

This unit describes the application of the required skills and knowledge to meet the needs and expectations of different types of customers when delivering quality service.

No licensing, legislative, regulatory or certification requirements 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)

Prerequisites

Nil

Nil

Nil

Nil

Co-Requisites

Nil

Nil

Nil

Nil

Employability Skills

This unit contains Employability Skills.



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.

The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

compliance with relevant legislative, regulations, standards, codes of practice and establish safe practices and organisation policies and procedures for managing personal work priorities

maintaining a working knowledge of current work systems and practices

working and communicating effectively and positively with others involved in the work

applying, within authority, the requirements of the job or work role in relation to:

achieving production goals

achieving work quality goals

responding positively to changing work requirements

contributing effectively to cost reduction initiatives

effectively applying problem solving techniques

modify activities to cater for variations in organisation context and environment

customer needs are clarified

customer requirements are met

organisation documentation requirements are met

customer feedback is obtained.

Context of and specific resources for assessment

assessment of the competency should take place in a safe working environment in a passenger motor vehicle manufacturing plant or simulated environment using tools/equipment/machinery required for the production process without undue disruption to the production process

assessment is to occur under standard and authorised work practices, safety requirements and environmental constraints.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

assessment methods must confirm consistency and accuracy of performance (over time and in a range of organisation relevant contexts) together with application of underpinning knowledge

assessment methods must be by direct observation of tasks and include questioning on underpinning knowledge to ensure its correct interpretation and application

assessment may be applied under project related conditions (real or simulated) and require evidence of process

assessment must confirm a reasonable inference that competency is able not only to be satisfied under the particular circumstance, but is able to be transferred to other circumstances.

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.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills

speak clearly and directly in order to promote organisation services and products

apply teamwork to a range of situations, including meeting of the needs of difficult customers

solve problems particularly in teams in order to meet performance indicators

show initiative in adapting to changing work conditions or contexts particularly when working across a variety of work areas

access, interpret and apply information on relevant organisation policies, procedures and instructions, particularly to ensure appropriate action is taken in response to feedback

manage time when planning, preparing and organising work priorities

take responsibility for organising own work priorities.

Required knowledge

relevant Occupational Health and Safety and Environmental regulations and organisation policies and procedures needed to carry out work in a manner which ensures the safety of people, equipment and the environment.

work documentation covering procedures, specifications, schedules and work plans or equivalent

cost minimisation/waste avoidance policies, procedures and practices

environmental protection requirements relating to the disposal of waste material

established communication channels and protocols

problem identification and resolution techniques

industry records and how to maintain them

personal and equipment safety requirements

conflict resolution techniques

use of relevant communication mediums

communication process, including verbal, written and electronic

organisation policies.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Types of customers may include:

Variations in:

age

personality

cultural background

potential areas of interest and need.

Organisation requirements and procedures may include:

access and equity principles and practices

environmental management (waste disposal, recycling and re-use guidelines)

emergency and evacuation procedures

equipment use procedures

ethical standards

legal obligations

maintenance and storage procedures

OHS requirements

organisational and site guidelines

policies and procedures relating to own role and responsibility

procedural manuals

quality assurance guidelines

quality and continuous improvement processes and standards

recording and reporting guidelines.

Appropriate action may include:

Handling complaints:

sensitively

courteously

discreetly.

Appropriate personnel may include:

clients and managers

supervisors

suppliers

team leaders

team members.

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
Different types of customers are accurately identified 
Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided 
All activities are carried out in accordance with organisation requirements 
Customer requests are responded to promptly and efficiently 
Customers are treated in a manner which assists the development of a positive and professional relationship 
Organisation services and products are appropriately promoted to encourage repeat business 
Customer dissatisfaction is promptly recognised and attended to 
The nature and details of the complaint are established and agreed upon with the customer 
Appropriate action is taken to resolve the complaint to the customer's satisfaction wherever possible within the level of responsibility determined 
The complaint is referred to appropriate personnel if the staff member cannot resolve the situation to the customer's satisfaction 
Organisation documentation is completed in accordance with organisation requirements 
Feedback is sought from customers on the product provided 
Alternative advice/actions are discussed with the customer 
Appropriate action is taken in response to feedback 
Customer feedback is documented in accordance with customer requirements 

Forms

Assessment Cover Sheet

AUM8011B - Provide customer service
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

AUM8011B - Provide customer service

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: