Assessor Resource

BSBCUE205
Prepare for work in a customer engagement environment

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to participate in customer engagement operations, including defining the requirements and expectations of the organisation.

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

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 Relate own role to customer engagement operations

1.1 Identify specific customer engagement operations and relate these to the industry-wide context

1.2 Identify how customer contact activity contributes to the organisation’s goals

1.3 Identify personal customer engagement role and operations

1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives

1.5 Identify the major components of the customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Reflect on personal performance

2.1 Recognise and use available resources and support effectively

2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure

2.3 Comply with regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations

3 Maintain a professional approach to employment

3.1 Display a positive and ethical approach to employment and role

3.2 Identify realistic short and longterm career objectives

3.3 Relate personal capabilities to current role and career objectives

3.4 Identify strategies for projecting a professional image in current role

3.5 Contribute to the promotion of the centre, organisation and its staff to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure

4.2 Interact cooperatively with team members

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 Relate own role to customer engagement operations

1.1 Identify specific customer engagement operations and relate these to the industry-wide context

1.2 Identify how customer contact activity contributes to the organisation’s goals

1.3 Identify personal customer engagement role and operations

1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives

1.5 Identify the major components of the customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Reflect on personal performance

2.1 Recognise and use available resources and support effectively

2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure

2.3 Comply with regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations

3 Maintain a professional approach to employment

3.1 Display a positive and ethical approach to employment and role

3.2 Identify realistic short and longterm career objectives

3.3 Relate personal capabilities to current role and career objectives

3.4 Identify strategies for projecting a professional image in current role

3.5 Contribute to the promotion of the centre, organisation and its staff to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure

4.2 Interact cooperatively with 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
Identify specific customer engagement operations and relate these to the industry-wide context 
Identify how customer contact activity contributes to the organisation’s goals 
Identify personal customer engagement role and operations 
Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives 
Identify the major components of the customer engagement infrastructure 
Relate personal operations to customer engagement infrastructure 
Recognise and use available resources and support effectively 
Operate within reporting protocols, policies and procedures of customer contact organisational structure 
Comply with regulatory and legislative requirements 
Identify personal performance requirements and expectations 
Display a positive and ethical approach to employment and role 
Identify realistic short and longterm career objectives 
Relate personal capabilities to current role and career objectives 
Identify strategies for projecting a professional image in current role 
Contribute to the promotion of the centre, organisation and its staff to customers 
Identify team member roles and team structure 
Interact cooperatively with team members 

Forms

Assessment Cover Sheet

BSBCUE205 - Prepare for work in a customer engagement environment
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

BSBCUE205 - Prepare for work in a customer engagement environment

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: