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 skills to convey meaning clearly, concisely and coherently
literacy skills to communicate with customers and to develop required product knowledge
numeracy skills to interpret customer requirements and to meet customer needs
problemsolving skills to deal with customer enquiries or complaints
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities.
Required knowledge
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:
antidiscrimination legislation
ethical principles
codes of practice
privacy laws
occupational health and safety (OHS)
organisational policies and procedures relating to customer service and the customer service process.
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.
Customersmay include: | contacts from other organisations external customers internal customers members of the public patients service users. |
Organisational requirementsmay include: | access and equity principles and practice antidiscrimination and related policy following OHS procedures for dealing with customers legal and organisational policies, guidelines and requirements quality and continuous improvement processes and standards quality assurance and/or procedures manual. |
Interpersonal skillsmay include: | listening actively to what the customer is communicating providing an opportunity for the customer to confirm their request questioning to clarify and confirm customer needs seeking feedback from the customer to confirm understanding of needs summarising and paraphrasing to check understanding of customer’s message using appropriate body language. |
Designated personsmay include: | manager, supervisor or team leader more experienced personnel with specific knowledge or information staff from other work areas with particular product or service knowledge. |
Opportunitiesmay include: | advice about warranties, guarantees or support services packaging options pricing options procedures for delivery of goods or service provision of product knowledge systems for recording complaints. |
Customer feedbackmay be about: | damaged goods or delivery problems delays invoicing errors quality of customer service quality of service provision. |
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