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.
Required skills
communication, coaching and mentoring skills to provide support to colleagues
planning and organising skills to organise customer product and service delivery
problemsolving skills to deal with complex and nonroutine difficulties and the variety of service details associated with multiple service facets
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities.
Required knowledge
multicentre service requirements
techniques for solving complaints, including the principles and techniques involved in the management and organisation of:
customer behaviour
customer needs research
customer relations
ongoing product and service quality
problem identification and resolution
quality customer service delivery
record keeping and management methods
strategies for monitoring, managing and introducing ways to improve customer service relationships
strategies to obtain customer feedback.
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, if used in the performance criteria, is detailed below. 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) may also be included.
Nature of the multicentremay include: | independently operated or networked with additional centres a corporate computer network, including mainframes, microcomputers and local area networks (LANs) telephony voice and data pathways linked through computer telephony integration (CTI). |
Customersmay be: | board members clients and purchasers of services coworkers and fellow frontline managers members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies supervisors suppliers of goods and services and contractors providing goods and services. |
Qualitymay refer to: | characteristics of a product, system, service or process that meet the requirements of customers and interested parties. |
Strategiesmay refer to: | databases and other controls to record and compare data over time electronic feedback mechanisms using intranet, internet and email feedback forms and other devices to enable communication from customers longterm or shortterm plans for monitoring achievement of key performance indicators and targets and evaluating their effectiveness policies and procedures questionnaires, survey and interviews training and development activities. |
Products and servicesmay include: | goods ideas infrastructure private and public sets of benefits. |
Resourcesmay include: | buildings and facilities equipment finance information people power and energy technology time. |
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