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 Contribute to quality customer service standards | 1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures 1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes |
2 Implement customer service systems | 2.1 Encourage all personnel to consistently implement customer service systems 2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices 2.3 Identify customer service problems and make adjustments to ensure continued service quality 2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes 2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards |
3 Implement team customer service standards | 3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience 3.2 Identify resources required to undertake team tasks while meeting required customer service levels |
Evidence of the ability to:
access, interpret, apply and monitor customer service standards
demonstrate compliance with customer service system and standards
make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers
review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required
make adjustments to improve customer service procedures including:
identifying and responding to problems
communicating with and encouraging staff
coordinate and manage delivery of services and products to meet standards including:
planning and implementing team work activities
managing resources.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
have detailed product / service knowledge
explain the rights and responsibilities of customers and relevant consumer law
outline models of customer service
explain relevant organisational procedures and standards for customer service standards and relationships.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
office equipment
business technology
workplace documents and policies and procedures
customer feedback
consumer protection laws and regulations
case studies and, where possible, real situations
interaction with others.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.