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.
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to:
direct others with regard to customer services standards
explain the system and standards to the work team
information management skills to summarise information verbally and nonverbally
literacy and numeracy skills to:
interpret product and service features or sales data
read a variety of texts to prepare general information and papers
summarise information obtained from a variety of verbal and non-verbal sources
write formal and informal text
numeracy skills to analyse data, and to compare time lines and promotional costs against budgets
problemsolving skills to:
address problems and ensure service standards are met
develop solutions unique to a customer
modify customer service standards when required
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities.
Required knowledge
detailed product and service knowledge
models of customer service
relevant organisational procedures and standards for customer service relationships.
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: | customers with routine or special requests internal and external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers. |
Organisational standards, policies and proceduresmay include: | continuous quality improvement cycle – plan/do/check/act procedural manuals product and service manuals, labels, instructions quality systems, standards and guidelines requirements for staff appearance and presentation. |
Customer service problemsmay include: | breakages or faults damaged stock delays in delivery of products or services missing parts or components poor service provision of poor advice or information. |
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