The Evidence Guide provides advice to inform and support appropriate assessment of this unit. It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence. The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency. Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package.
Overview of Assessment Requirements
A person who demonstrates competence in this standard must be able to provide evidence that they are able to develop strategies designed to meet customer needs; provide quality service; review and improve service; develop processes to access and follow-up customer feedback; and manage a system for reporting/recording customer service outcomes.
Specific Evidence Requirements
Required knowledge and understanding include:
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
the organisation's policies and procedures for dealing with customers
the principles and techniques involved in the management and organisation of:
- customer needs research
- strategies to obtain customer feedback
- customer relations
- customer behaviour
- problem identification and resolution
- quality customer service delivery
- ongoing product and/or service quality
- record keeping and management methods
- strategies for monitoring, managing and introducing ways to improve customer service relationships
consultation and communication techniques
leadership and mentoring techniques
management of relationships to achieve strategic planning responsibilities
strategies for contributing to the elimination of discrimination/bias
Required skills and attributes include:
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
functional literacy skills to access and use workplace information
communication skills
skills to research, analyse and report information
planning and organising skills
team work skills
problem-solving skills to deal with complex and non-routine difficulties
technology skills at the appropriate level
coaching and mentoring skills to provide support to colleagues
Key competencies or generic skills relevant to this unit
The seven key competencies represent generic skills considered essential for effective work participation. Innovation skills represent a further area of generic competence. The bracketed numbering indicates the performance level required in this unit:
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks. The bulleted points provide examples of how the key competencies can be applied for this unit.
Communicating ideas and information (3)
consulting with others on customer needs and to report on customer service outcomes
Collecting, analysing and organising information (3)
ensuring that appropriate strategies are in place to collect, organise and monitor customer information
Planning and organising activities (3)
planning to meet customer needs and to manage a system for reporting/recording customer service outcomes
Working in a team (3)
using leadership, supervision, coaching and mentoring to manage team performance consulting with team members on planning, delivery and improvement
Using mathematical ideas and techniques (2)
undertaking calculations associated with customer service
Solving problems (3)
identifying and resolving deficiencies in customer service and developing strategies to improve service
Using technology (2)
using technology to assist the management of customer information
Innovation skills (3)
developing an innovative approach to the development of strategies to improve customer service provision
Products that could be used as evidence include:
documentation produced in managing quality customer service, such as:
- contribution to organisational policies and procedures
- procedures and policies for dealing with customer service provision, and related codes of conduct
- actions taken to address customer service information collection and retrieval
- actions taken to address methods of analysing information and developing and/or maintaining a customer service information system
- actions taken to address internal and external customer service issues
- advice and input into management decisions related to customer service
- learning and development plans for team members
- materials developed for coaching, mentoring and training
- induction programs developed and/or delivered
- actions taken to address issues and problems within work team
- reviews of people management
- records of people management lessons learned
Processes that could be used as evidence include:
how customers needs have been addressed
how planning was conducted and specifications achieved
how products and/or services have been delivered
how team performance was managed
how team members were guided and supported in performing their role
examples of strategies developed to monitor customer service and to obtain customer feedback
examples of resources developed to provide for customers needs
examples of strategies to adapt customer service delivery to overcome problems
examples of how records and reporting procedures were managed within the organisation's processes
Resource implications for assessment include:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to promote quality customer service are provided
Integrated competency assessment means:
this unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team and as part of an integrated assessment activity
The Evidence Guide provides advice to inform and support appropriate assessment of this unit. It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence. The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency. Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package.
Overview of Assessment Requirements
A person who demonstrates competence in this standard must be able to provide evidence that they are able to develop strategies designed to meet customer needs; provide quality service; review and improve service; develop processes to access and follow-up customer feedback; and manage a system for reporting/recording customer service outcomes.
Specific Evidence Requirements
Required knowledge and understanding include:
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
the organisation's policies and procedures for dealing with customers
the principles and techniques involved in the management and organisation of:
- customer needs research
- strategies to obtain customer feedback
- customer relations
- customer behaviour
- problem identification and resolution
- quality customer service delivery
- ongoing product and/or service quality
- record keeping and management methods
- strategies for monitoring, managing and introducing ways to improve customer service relationships
consultation and communication techniques
leadership and mentoring techniques
management of relationships to achieve strategic planning responsibilities
strategies for contributing to the elimination of discrimination/bias
Required skills and attributes include:
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
functional literacy skills to access and use workplace information
communication skills
skills to research, analyse and report information
planning and organising skills
team work skills
problem-solving skills to deal with complex and non-routine difficulties
technology skills at the appropriate level
coaching and mentoring skills to provide support to colleagues
Key competencies or generic skills relevant to this unit
The seven key competencies represent generic skills considered essential for effective work participation. Innovation skills represent a further area of generic competence. The bracketed numbering indicates the performance level required in this unit:
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks. The bulleted points provide examples of how the key competencies can be applied for this unit.
Communicating ideas and information (3)
consulting with others on customer needs and to report on customer service outcomes
Collecting, analysing and organising information (3)
ensuring that appropriate strategies are in place to collect, organise and monitor customer information
Planning and organising activities (3)
planning to meet customer needs and to manage a system for reporting/recording customer service outcomes
Working in a team (3)
using leadership, supervision, coaching and mentoring to manage team performance consulting with team members on planning, delivery and improvement
Using mathematical ideas and techniques (2)
undertaking calculations associated with customer service
Solving problems (3)
identifying and resolving deficiencies in customer service and developing strategies to improve service
Using technology (2)
using technology to assist the management of customer information
Innovation skills (3)
developing an innovative approach to the development of strategies to improve customer service provision
Products that could be used as evidence include:
documentation produced in managing quality customer service, such as:
- contribution to organisational policies and procedures
- procedures and policies for dealing with customer service provision, and related codes of conduct
- actions taken to address customer service information collection and retrieval
- actions taken to address methods of analysing information and developing and/or maintaining a customer service information system
- actions taken to address internal and external customer service issues
- advice and input into management decisions related to customer service
- learning and development plans for team members
- materials developed for coaching, mentoring and training
- induction programs developed and/or delivered
- actions taken to address issues and problems within work team
- reviews of people management
- records of people management lessons learned
Processes that could be used as evidence include:
how customers needs have been addressed
how planning was conducted and specifications achieved
how products and/or services have been delivered
how team performance was managed
how team members were guided and supported in performing their role
examples of strategies developed to monitor customer service and to obtain customer feedback
examples of resources developed to provide for customers needs
examples of strategies to adapt customer service delivery to overcome problems
examples of how records and reporting procedures were managed within the organisation's processes
Resource implications for assessment include:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to promote quality customer service are provided
Integrated competency assessment means:
this unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team and as part of an integrated assessment activity