Assessor Resource

CPPCMN2004
Provide basic client services

Assessment tool

Version 1.0
Issue Date: August 2018


This unit of competency specifies the outcomes required to provide effective client services.

The unit applies to cleaning personnel responsible for establishing effective client relationships. It includes identifying and meeting client needs by providing information/advice on products and services.

Individuals undertaking this unit would perform their duties alone or in a team environment, under routine supervision and without supervisory responsibilities.

No licensing, legislative or certification requirements apply to this Unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

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.

Identify client needs.

1.1

Greet client courteously and follow organisational client-service standards.

1.2

Communicate clearly during client contact.

1.3

Identify and confirm client needs.

1.4

Confirm agreed timeframes and commitments with client.

1.5

Provide client with product and service information.

2.

Deliver services to client.

2.1

Deliver services specified by client.

2.2

Verify with client that services have been delivered and meet client expectations and required workplace standards.

2.3

Complete required workplace documentation.

A person who demonstrates competency in this unit must provide effective client services to:

two different clients with two different service requirements.

Performance must include:

effectively communicating with clients;

understanding of basic communications methods; and

addressing client’s needs.

A person demonstrating competency in this unit must identify:

workplace requirements for undertaking all aspects of providing effective customer service, including;

methods to greet clients, identify and confirm needs, timeframes and commitments

key features of effective communication with clients

workplace procedures for:

communicating clearly and effectively with clients

dealing with client’s complaints or comments

communicating and clarifying work requirements with supervisor, team members or client

notifying supervisor, team members or client of work completion; verbal

communication in person or by phone, written communication including hard copy

cleaning schedules, text or electronic form

reporting incidents; accidents and injury, damage to or breakages in the cleaning area or cleaning equipment, theft and threats to personal security

As a minimum, assessors must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Assessment of performance must be undertaken in the workplace and/or under realistic workplace conditions which reflect:

Industry-standard client-based services, information relating to cleaning practices and methods, WHS safety measures in the workplace.

performing tasks/activities to the level of proficiency and within timelines that would be expected in a workplace; and

following standard and authorised work practices, safety requirements and environmental constraints.

Assessors are responsible for ensuring that candidates have access to:

appropriate documents, materials, tools equipment and personal protective equipment currently used in industry;

legislation and regulations; and

workplace policies and procedures.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1.

Identify client needs.

1.1

Greet client courteously and follow organisational client-service standards.

1.2

Communicate clearly during client contact.

1.3

Identify and confirm client needs.

1.4

Confirm agreed timeframes and commitments with client.

1.5

Provide client with product and service information.

2.

Deliver services to client.

2.1

Deliver services specified by client.

2.2

Verify with client that services have been delivered and meet client expectations and required workplace standards.

2.3

Complete required workplace documentation.

Not Applicable

A person who demonstrates competency in this unit must provide effective client services to:

two different clients with two different service requirements.

Performance must include:

effectively communicating with clients;

understanding of basic communications methods; and

addressing client’s needs.

A person demonstrating competency in this unit must identify:

workplace requirements for undertaking all aspects of providing effective customer service, including;

methods to greet clients, identify and confirm needs, timeframes and commitments

key features of effective communication with clients

workplace procedures for:

communicating clearly and effectively with clients

dealing with client’s complaints or comments

communicating and clarifying work requirements with supervisor, team members or client

notifying supervisor, team members or client of work completion; verbal

communication in person or by phone, written communication including hard copy

cleaning schedules, text or electronic form

reporting incidents; accidents and injury, damage to or breakages in the cleaning area or cleaning equipment, theft and threats to personal security

As a minimum, assessors must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Assessment of performance must be undertaken in the workplace and/or under realistic workplace conditions which reflect:

Industry-standard client-based services, information relating to cleaning practices and methods, WHS safety measures in the workplace.

performing tasks/activities to the level of proficiency and within timelines that would be expected in a workplace; and

following standard and authorised work practices, safety requirements and environmental constraints.

Assessors are responsible for ensuring that candidates have access to:

appropriate documents, materials, tools equipment and personal protective equipment currently used in industry;

legislation and regulations; and

workplace policies and procedures.

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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Greet client courteously and follow organisational client-service standards. 
Communicate clearly during client contact. 
Identify and confirm client needs. 
Confirm agreed timeframes and commitments with client. 
Provide client with product and service information. 
Deliver services specified by client. 
Verify with client that services have been delivered and meet client expectations and required workplace standards. 
Complete required workplace documentation. 

Forms

Assessment Cover Sheet

CPPCMN2004 - Provide basic client services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CPPCMN2004 - Provide basic client services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: