Assessor Resource

BSBCUE203
Conduct customer engagement

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the skills and knowledge required to respond effectively to customer engagement while complying with requirements and using a variety of communication methods.

It applies to individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge and who work under some supervision and guidance.

No licensing, legislative 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)



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 Prepare for customer engagement

1.1 Obtain and study product or service details relating to customer engagement

1.2 Study prepared engagement guides or scripts

1.3 Locate sources of information that may be required to develop product and service expertise

1.4 Develop an understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs)

1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement

1.6 Clarify details as required with relevant personnel

2 Provide quality service in response to customer queries

2.1 Use technology to respond to customer queries

2.2 Greet customer according to enterprise protocol and encompass cultural diversity

2.3 Establish and clarify customer needs

2.4 Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and need to refer customer elsewhere

2.5 Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution

2.6 Treat customer with respect and courtesy, and enhance and develop customer loyalty

2.7 Complete followup action according to engagement escalation policy, timeframes, business rules and practices, and in line with customer expectations

3 Arrange provision of product or service

3.1 Respond appropriately to customer requirements and identify relevant options

3.2 Select appropriate product or service in consultation with customer

3.3 Agree actions or orders with customer giving consideration to maximising value and service delivery to customer

3.4 Consider customer retention options that can be applied to engagement

3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive

4 Respond to customer enquiries

4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.2 Escalate enquiries or orders that cannot be satisfied immediately

4.3 Supply followup information to customer as required and in a timely manner

4.4 Observe organisational regulations and standards throughout transaction

4.5 Record details of engagement according to policy

4.6 Record and report difficulties not escalated but that may present an opportunity for continuous improvement


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 Prepare for customer engagement

1.1 Obtain and study product or service details relating to customer engagement

1.2 Study prepared engagement guides or scripts

1.3 Locate sources of information that may be required to develop product and service expertise

1.4 Develop an understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs)

1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement

1.6 Clarify details as required with relevant personnel

2 Provide quality service in response to customer queries

2.1 Use technology to respond to customer queries

2.2 Greet customer according to enterprise protocol and encompass cultural diversity

2.3 Establish and clarify customer needs

2.4 Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and need to refer customer elsewhere

2.5 Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution

2.6 Treat customer with respect and courtesy, and enhance and develop customer loyalty

2.7 Complete followup action according to engagement escalation policy, timeframes, business rules and practices, and in line with customer expectations

3 Arrange provision of product or service

3.1 Respond appropriately to customer requirements and identify relevant options

3.2 Select appropriate product or service in consultation with customer

3.3 Agree actions or orders with customer giving consideration to maximising value and service delivery to customer

3.4 Consider customer retention options that can be applied to engagement

3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive

4 Respond to customer enquiries

4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.2 Escalate enquiries or orders that cannot be satisfied immediately

4.3 Supply followup information to customer as required and in a timely manner

4.4 Observe organisational regulations and standards throughout transaction

4.5 Record details of engagement according to policy

4.6 Record and report difficulties not escalated but that may present an opportunity for continuous improvement

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
Obtain and study product or service details relating to customer engagement 
Study prepared engagement guides or scripts 
Locate sources of information that may be required to develop product and service expertise 
Develop an understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs) 
Develop proficiency with equipment and systems to effectively and efficiently manage engagement 
Clarify details as required with relevant personnel 
Use technology to respond to customer queries 
Greet customer according to enterprise protocol and encompass cultural diversity 
Establish and clarify customer needs 
Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and need to refer customer elsewhere 
Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution 
Treat customer with respect and courtesy, and enhance and develop customer loyalty 
Complete followup action according to engagement escalation policy, timeframes, business rules and practices, and in line with customer expectations 
Respond appropriately to customer requirements and identify relevant options 
Select appropriate product or service in consultation with customer 
Agree actions or orders with customer giving consideration to maximising value and service delivery to customer 
Consider customer retention options that can be applied to engagement 
Use clear, simple and easy to understand language and ensure responses are comprehensive 
Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases 
Escalate enquiries or orders that cannot be satisfied immediately 
Supply followup information to customer as required and in a timely manner 
Observe organisational regulations and standards throughout transaction 
Record details of engagement according to policy 
Record and report difficulties not escalated but that may present an opportunity for continuous improvement 

Forms

Assessment Cover Sheet

BSBCUE203 - Conduct customer engagement
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

BSBCUE203 - Conduct customer engagement

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: