Assessor Resource

NWPIRR051
Provide and promote customer service

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills required to respond effectively to the needs of internal and external customers by the application of the organisation’s standards and processes. The ability to solve problems, communicate effectively and seek opportunities to improve service to customers is essential to performance.

This unit applies to those working as field staff with specific responsibility for the provision of customer service to customers and suppliers of the organisation.

The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.

Those undertaking this unit work under supervision, while performing routine tasks in familiar context.

No licensing, legislative or certification requirements apply to 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Apply organisational customer service standards

1.1 Check the organisation’s plans, policies and procedures relating to customer service and apply them.

1.2 Explain the features, benefits and application of the organisation’s products and services to customers.

1.3 Apply the organisation’s processes for handling customer queries, complaints and disputes.

1.4 Apply effective communication techniques with different types of customers and situations.

1.5 Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.

1.6 Use available resources to meet customer requirements and services.

2. Respond to customer needs and concerns

2.1 Determine customer needs and expectations.

2.2 Resolve customer concerns or complaints.

2.3 Address customer needs or complaints clearly, politely and effectively.

2.4 Refer customer concerns related to organisational liability to appropriate persons or departments.

2.5 Complete documentation.

3. Contribute to customer service standards

3.1 Identify and explain opportunities to improve services or processes to team members.

3.2 Review personal work performance to improve services to customers.

3.3 Record evidence of customer issues and report to team members.

3.4 Contribute to the development, and improvement of quality service policies and standards.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

negotiating and resolving disputes or minimising the concerns of customers

applying interpersonal skills

communicating effectively in a diverse work force

applying problem solving skills

applying dispute resolution skills

reporting on customer issues

identifying both internal and external customers

communicating effectively with internal and external customers according to organisational procedures and standards

preparing resources and planning work to meet customer requirements

managing and reporting customer complaints according to organisational procedures

reviewing customer service and customer satisfaction

contributing to improvements in customer service standards

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

relevant acts and by-laws that impact customer service

organisational policies, procedures, standards and quality systems

problem solving strategies

communication techniques

performance management systems

Competency should be assessed in an actual workplace or in a simulated environment, with access to equipment and infrastructure appropriate to the outcome. Competency should be demonstrated over time to ensure the candidate is assessed across a variety of situations.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Apply organisational customer service standards

1.1 Check the organisation’s plans, policies and procedures relating to customer service and apply them.

1.2 Explain the features, benefits and application of the organisation’s products and services to customers.

1.3 Apply the organisation’s processes for handling customer queries, complaints and disputes.

1.4 Apply effective communication techniques with different types of customers and situations.

1.5 Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.

1.6 Use available resources to meet customer requirements and services.

2. Respond to customer needs and concerns

2.1 Determine customer needs and expectations.

2.2 Resolve customer concerns or complaints.

2.3 Address customer needs or complaints clearly, politely and effectively.

2.4 Refer customer concerns related to organisational liability to appropriate persons or departments.

2.5 Complete documentation.

3. Contribute to customer service standards

3.1 Identify and explain opportunities to improve services or processes to team members.

3.2 Review personal work performance to improve services to customers.

3.3 Record evidence of customer issues and report to team members.

3.4 Contribute to the development, and improvement of quality service policies and standards.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

negotiating and resolving disputes or minimising the concerns of customers

applying interpersonal skills

communicating effectively in a diverse work force

applying problem solving skills

applying dispute resolution skills

reporting on customer issues

identifying both internal and external customers

communicating effectively with internal and external customers according to organisational procedures and standards

preparing resources and planning work to meet customer requirements

managing and reporting customer complaints according to organisational procedures

reviewing customer service and customer satisfaction

contributing to improvements in customer service standards

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

relevant acts and by-laws that impact customer service

organisational policies, procedures, standards and quality systems

problem solving strategies

communication techniques

performance management systems

Competency should be assessed in an actual workplace or in a simulated environment, with access to equipment and infrastructure appropriate to the outcome. Competency should be demonstrated over time to ensure the candidate is assessed across a variety of situations.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

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
Check the organisation’s plans, policies and procedures relating to customer service and apply them. 
Explain the features, benefits and application of the organisation’s products and services to customers. 
Apply the organisation’s processes for handling customer queries, complaints and disputes. 
Apply effective communication techniques with different types of customers and situations. 
Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience. 
Use available resources to meet customer requirements and services. 
Determine customer needs and expectations. 
Resolve customer concerns or complaints. 
Address customer needs or complaints clearly, politely and effectively. 
Refer customer concerns related to organisational liability to appropriate persons or departments. 
Complete documentation. 
Identify and explain opportunities to improve services or processes to team members. 
Review personal work performance to improve services to customers. 
Record evidence of customer issues and report to team members. 
Contribute to the development, and improvement of quality service policies and standards. 
Check the organisation’s plans, policies and procedures relating to customer service and apply them. 
Explain the features, benefits and application of the organisation’s products and services to customers. 
Apply the organisation’s processes for handling customer queries, complaints and disputes. 
Apply effective communication techniques with different types of customers and situations. 
Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience. 
Use available resources to meet customer requirements and services. 
Determine customer needs and expectations. 
Resolve customer concerns or complaints. 
Address customer needs or complaints clearly, politely and effectively. 
Refer customer concerns related to organisational liability to appropriate persons or departments. 
Complete documentation. 
Identify and explain opportunities to improve services or processes to team members. 
Review personal work performance to improve services to customers. 
Record evidence of customer issues and report to team members. 
Contribute to the development, and improvement of quality service policies and standards. 

Forms

Assessment Cover Sheet

NWPIRR051 - Provide and promote 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

NWPIRR051 - Provide and promote 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: