Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AUMGCA001 Mapping and Delivery Guide
Provide customer service

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency AUMGCA001 - Provide customer service
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes required to meet the needs and expectations of customers when delivering a service.It applies to those working in a range of contexts.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Manufacturing - Bus, Truck and Trailer
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify customer needs
  • Types of customers and their expectations and needs are identified through consultation and negotiation
  • Information on customers is used to identify required services
  • Customer needs are regularly monitored through formal and informal communication channels
  • Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them
       
Element: Respond to customer needs
  • Customer requests are responded to in a timely and efficient manner
  • Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship
  • Customer dissatisfaction is promptly addressed according to workplace procedures
       
Element: Evaluate service provided
  • Customer service is evaluated and appropriate action taken to resolve any complaints
  • Feedback is sought from customers on the product or service provided
  • Customer feedback is documented according to workplace procedures
       


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. Identify customer needs

1.1 Types of customers and their expectations and needs are identified through consultation and negotiation

1.2 Information on customers is used to identify required services

1.3 Customer needs are regularly monitored through formal and informal communication channels

1.4 Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them

2. Respond to customer needs

2.1 Customer requests are responded to in a timely and efficient manner

2.2 Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship

2.3 Customer dissatisfaction is promptly addressed according to workplace procedures

3. Evaluate service provided

3.1 Customer service is evaluated and appropriate action taken to resolve any complaints

3.2 Feedback is sought from customers on the product or service provided

3.3 Customer feedback is documented according to workplace procedures

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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. Identify customer needs

1.1 Types of customers and their expectations and needs are identified through consultation and negotiation

1.2 Information on customers is used to identify required services

1.3 Customer needs are regularly monitored through formal and informal communication channels

1.4 Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them

2. Respond to customer needs

2.1 Customer requests are responded to in a timely and efficient manner

2.2 Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship

2.3 Customer dissatisfaction is promptly addressed according to workplace procedures

3. Evaluate service provided

3.1 Customer service is evaluated and appropriate action taken to resolve any complaints

3.2 Feedback is sought from customers on the product or service provided

3.3 Customer feedback is documented according to workplace procedures

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Workplace procedures must include:

customer service and continuous improvement processes

workplace customer service practices.

Appropriate action must include:

handling customer needs in a courteous, discreet and sensitive manner

addressing customer complaints and escalating where necessary.

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
Types of customers and their expectations and needs are identified through consultation and negotiation 
Information on customers is used to identify required services 
Customer needs are regularly monitored through formal and informal communication channels 
Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them 
Customer requests are responded to in a timely and efficient manner 
Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship 
Customer dissatisfaction is promptly addressed according to workplace procedures 
Customer service is evaluated and appropriate action taken to resolve any complaints 
Feedback is sought from customers on the product or service provided 
Customer feedback is documented according to workplace procedures 

Forms

Assessment Cover Sheet

AUMGCA001 - Provide 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

AUMGCA001 - Provide 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: