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
analytical skills to identify trends and positions of products and services
communication skills to monitor and advise on customer service strategies
literacy skills to:
edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
prepare general information and papers according to target audience
read and understand a variety of texts
problemsolving skills to deal with customer enquiries or complaints
technology skills to select and use technology appropriate to a task
selfmanagement skills to:
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
Required knowledge
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
antidiscrimination legislation
ethical principles
codes of practice
privacy laws
financial legislation
occupational health and safety (OHS)
organisational policy and procedures for customer service including handling customer complaints
service standards and best practice models
public relations and product promotion
techniques for dealing with customers, including customers with specific needs.
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.
Appropriate 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 message using appropriate body language. |
Customersmay include: | corporate customers individual members of the organisation individual members of the public internal or external other agencies. |
Customer needs and expectationsmay include: | accuracy of information advice or general information complaints fairness/politeness further information making an appointment prices/value purchasing organisation’s products and services returning organisation’s products and services specific information. |
Organisational requirementsmay include: | access and equity principles and practice antidiscrimination and related policy defined resource parameters goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurance and/or procedures manuals replacement and refund policy and procedures who is responsible for products or services. |
Effective communicationmay include: | giving customers full attention maintaining eye contact, except where eye contact may be culturally inappropriate speaking clearly and concisely using active listening techniques using appropriate language and tone of voice using clear written information/communication using nonverbal communication e.g. body language, personal presentation (for facetoface interactions) using open and/or closed questions. |
Designated individualsmay include: | colleagues customers line management supervisor. |
Customer complaintsmay include: | administrative errors such as incorrect invoices or prices customer satisfaction with service quality damaged goods or goods not delivered delivery errors product not delivered on time service errors warehouse or store room errors such as incorrect product delivered. |
Specific needsof customersmay relate to: | age beliefs/values culture disability gender language religious/spiritual observances. |
Opportunitiesto promote and enhance services and products may include: | extending time lines packaging procedures procedures for delivery of goods returns policy system for recording complaints updating customer service charter. |
Verifiable evidencemay include: | customer satisfaction questionnaires audit documentation and reports quality assurance data returned goods lapsed customers service calls complaints. |
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