This unit describes the skills and knowledge required to deliver all aspects of customer service relevant to the telecommunications industry. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.

It applies to technicians who perform a range of tasks in a defined context under supervision or as part of a team.

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)

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)

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.

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 customer in a professional, courteous and concise manner according to enterprise requirements
Maintain personal presentation according to enterprise requirements
Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
Respond appropriately to customer requests and use effective communication strategies that reflect customer support needs
Establish rapport with customer by expressing a genuine interest in customer requirements
Use active listening and questioning techniques to clarify installation requirements
Identify details of existing and proposed telecommunications and/or cabling work
Establish intended uses of equipment and associated cabling requirements
Discuss benefits and disadvantages of alternative cabling or equipment as required
Convey information respectfully and clearly
Assess potential locations to ensure accuracy of installation
Propose locations and confirm with customer
Review existing plans and verify that proposed locations match enterprise preferred locations
Scope activities to avoid work, health and safety (WHS) hazards
Establish availability, security, safety and other constraints on use of existing systems
Communicate information according to enterprise code of conduct
Implement enterprise procedures to install equipment and/or cabling according to industry standards and manufacturer specifications
Acknowledge workplace team in providing customer service
Agree on and establish a set of team goals and procedures in providing customer service
Contribute to and support other team member goals to achieve quality customer service outcomes
Review team goals and processes, as part of the team, to ensure continuous improvement of services provided to customers
Seek, recognise and acknowledge customer feedback in order to improve personal performance and/or behaviour
Respond according to enterprise procedures and legislative requirements
Identify unmet needs and evaluate suitable ways to action feedback
Assist customers to contact other services according to enterprise policies and procedures
Complete all required documents promptly and accurately according to enterprise policies and procedures
File completed documentation according to enterprise policies and procedures

Assessment Cover Sheet

ICTWOR308 - Provide customer service to telecommunications customers

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

ICTWOR308 - Provide customer service to telecommunications customers

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: