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
communicate effectively with personnel and clients at all levels
articulate customer service strategies
interpersonal skills to:
build relationships with customers
establish rapport
literacy skills to:
prepare general information and papers
read a variety of texts
write formal and informal letters according to target audience
planning skills to develop implementation schedules
problemsolving skills to diagnose organisational problems relating to customer services
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
environmental issues
occupational health and safety (OHS)
principles of customer service
organisational business structure, products and services
product and service standards and best practice models.
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.
Customer needsmay relate to: | 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. |
Communication techniquesmay include: | analysing customer satisfaction surveys analysing quality assurance data conducting interviews consultation methods, techniques and protocols making recommendations obtaining management decisions questioning seeking feedback to confirm understanding summarising and paraphrasing. |
Customersmay include: | corporate customers individual members of the organisation individual members of the public internal or external other agencies. |
Organisational requirementsmay include: | access and equity principles and practice antidiscrimination and related policy confidentiality and security requirements defined resource parameters ethical standards 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. |
Business technologymay include: | answering machine binder computer fax machine photocopier printer shredder telephone. |
Online servicesmay include: | access to product database by customers online access to purchase, delivery and account records contact centre online ordering online payments online registration quick/reasonable response twoway communication online. |
Designated individuals and groupsmay include: | colleagues committee customers external organisation line management supervisor. |
Procedures to resolve customer difficultiesmay include: | external agencies (e.g. Ombudsman) item replacement referrals to supervisor refund of monies review of products or services using conflict management techniques. |
Customer complaintsmay include: | administrative errors such as incorrect invoices or prices customer satisfaction with service quality damaged goods or goods not delivered delivery errors products not delivered on time service errors specific ebusiness problems and issues: difficulty accessing services inactive links not appreciating differing hardware and software services not available supply errors such as incorrect product delivered time taken to access services unfriendly website design website faults warehouse or store room errors such as incorrect product delivered. |
Customer servicestrategiesmay include: | courtesy/politeness delivery times merchandise characteristics price offers product/refund guarantees product/service availability. |
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