- MEM16004B - Perform internal/external customer service
Assessor Resource
MEM16004B
Perform internal/external customer service
Assessment tool
Version 1.0
Issue Date: May 2024
This unit applies to the provision of assistance to internal/external customers across a range of products and services. Situations covered would go beyond simple sales and enquiries and could include taking one-off or special orders requiring detailed descriptions or handling of complaints. Customer liaison can be undertaken through telephone, written, email or face-to-face contact. Typical applications of this unit would be found in service and design departments.
This unit should not be selected when Unit MEM16003B (Provide advanced customer service) has already been selected.
Band: A
Unit Weight: 2
This unit covers providing assistance to internal/external customers across a range of products and services.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Employability Skills
This unit contains employability skills.
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.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. | |
Overview of assessment | A person who demonstrates competency in this unit must be able to perform internal/external customer service. Competency in this unit cannot be claimed until all prerequisites have been satisfied. |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Assessors must be satisfied that the candidate can competently and consistently perform all elements of the unit as specified by the criteria, including required knowledge, and be capable of applying the competency in new and different situations and contexts. |
Context of and specific resources for assessment | This unit may be assessed on the job, off the job or a combination of both on and off the job. Where assessment occurs off the job, that is the candidate is not in productive work, then an appropriate simulation must be used where the range of conditions reflects realistic workplace situations. The competencies covered by this unit would be demonstrated by an individual working alone or as part of a team. The assessment environment should not disadvantage the candidate. This unit could be assessed in conjunction with any other units addressing the safety, quality, communication, materials handling, recording and reporting associated with performing internal/external customer service or other units requiring the exercise of the skills and knowledge covered by this unit. |
Method of assessment | Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor's reports, project work, samples and questioning. Questioning should not require language, literacy and numeracy skills beyond those required in this unit. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials. |
Guidance information for assessment | |
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.
Required skills |
Look for evidence that confirms skills in: reading, interpreting and following information entering routine and familiar information onto proformas and standard workplace forms checking and clarifying information following verbal instructions orally reporting routine information communicating and questioning proposing alternative products and/or services taking action to implement customer requirements recording and following up customer requirements not able to be met |
Required knowledge |
Look for evidence that confirms knowledge of: the cost of the required product or service the quantities of the available product the quality of the available product the delivery date of the product or service the reasons for informing the customer promptly of the ability/inability to meet the customer requirements alternative products and/or services that may meet the customer's requirements the procedures for actioning customer orders the procedures for recording and actioning customer complaints the procedure for recording customer requirements which are not met the procedures for following up on customer requirements that are not met safe workplace practices |
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. | |
Customer requirements | Product or service Quantity Quality Price range Delivery requirements Documentation Special requirements |
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 |
|---|---|---|---|
| Customer requirements are identified from verbal or written communication. | |||
| The degree to which customer requirements can be met is clearly communicated including details such as cost, delivery date, quantity or quality. | |||
| Alternatives are proposed for any inability to completely satisfy customer requirements. | |||
| Appropriate action is taken to implement customer requirements. | |||
| Customer requirements not able to be met are recorded and followed up. |
Forms
Assessment Cover Sheet
MEM16004B - Perform internal/external customer service
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
MEM16004B - Perform internal/external customer service
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: