Assessor Resource

TLII207D
Apply customer service skills

Assessment tool

Version 1.0
Issue Date: April 2024


Work must be must be carried out in accordance with workplace standards and procedures for the provision of customer service.

Work is performed under supervision. It involves the application of established routine customer service principles and procedures to day-to-day interactions with internal and external customers during workplace operations.

This unit involves the skills and knowledge required to apply routine customer service skills to relevant workplace operations including dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs.

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

Prerequisites

Not applicable.

Employability Skills

The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this competency is packaged will assist in identifying employability skill requirements.



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 knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

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 KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant duty of care responsibilities

Relevant OH&S and environmental procedures and regulations

Workplace procedures relevant to work activities

Customer service policies and procedures

Products and/or services provided by the workplace concerned

Types of operations carried out in the workplace concerned

Sources of information and documentation needed for workplace operations

Required skills:

Communicate effectively with others when providing customer service, including the use of telephone techniques

Effectively use interpersonal skills

Effectively handle customer queries and complaints

Read and interpret instructions, procedures, information and labels relevant to the provision of customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to the provision of customer service

Write simple reports and records of inquiries

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing customer service

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when providing customer service in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies and environments

Work systematically with required attention to detail

Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Customer service is provided:

in all areas of transport, distribution and storage including the provision of a range of services and/or the collection, movement, storage and delivery of equipment, goods, materials and various forms of freight

Workplace activities may be conducted:

by day or night

in any weather conditions

Customers may be:

internal or external

Requirements for work may include:

site restrictions and procedures

relevant domestic and international regulations

security procedures

communications equipment

hours of operation

authorities and permits

use of safety and personal protective equipment

Consultative processes may involve:

existing and potential customers/clients

other employees and supervisors

suppliers

manufacturers

relevant authorities

management

union representatives

OH&S specialists

other maintenance, professional or technical staff

Communications systems may involve:

face-to-face conversation

telephone

fax

email

electronic data transfer of information (EDI)

mail

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

workplace procedures

organisational procedures

established procedures

Documentation/records may include:

workplace procedures and customer service standards

job specifications

operations manuals and instructions

induction documentation

competency standards and training materials

manufacturers specifications, instructions and advice including material safety data sheets

workplace operating procedures and policies

supplier and/or client instructions

relevant Australian and international regulations, codes, standards and certification requirements

OH&S procedures

quality assurance procedures

emergency procedures

customer service manuals

Applicable regulations and legislation may include:

relevant state/territory and international regulations, codes and procedures

relevant Australian and international standards and certification requirements

dangerous goods and hazardous substances codes and regulations

relevant state/territory OH&S legislation

relevant state/territory environmental protection legislation

relevant anti-discrimination legislation

relevant privacy and confidentiality legislation

relevant freedom of information 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 inquiries are dealt with courteously and efficiently both by phone and face to face 
Questions are used to clarify the customer's needs or concerns 
Assistance from other staff is sought when a customer' s inquiry cannot be fully answered 
Knowledge of products, services and/or operations is used to answer customer queries or to respond to customers' needs 
Customer inquiries and associated action are recorded and reported in accordance with workplace procedures 
Customer is greeted cordially in accordance with workplace procedures 
Customer requirements are dealt with according to workplace procedures 
Special needs are addressed within workplace policies 
Appropriate feedback is provided to managers and internal and/or external customers 

Forms

Assessment Cover Sheet

TLII207D - Apply customer service skills
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

TLII207D - Apply customer service skills

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: