- AURC362807A - Build customer relations
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AURC362807A Mapping and Delivery Guide
Build customer relations
Version 1.0
Issue Date: April 2024
| Qualification | - |
Unit of Competency | AURC362807A - Build customer relations |
|---|---|---|---|
| Description | This unit of competency covers the competence to establish customer needs, maintain a customer database and ensure appropriate treatment of customers. | ||
| Employability Skills | This unit contains employability skills. | ||
| Learning Outcomes and Application | This unit of competency applies to the following and should be contextualised to the qualification to which it is being applied:retail, service and repair. | ||
| Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
||
| Prerequisites/co-requisites | |||
| Competency Field | |||
| 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: Ensure maintenance of customer database |
| |||||||
| Element: Establish needs of customer |
| |||||||
| Element: Ensure appropriate treatment of customer |
| |||||||
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 | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of: maintaining relevant and current customer databases in accordance with enterprise policies and procedures monitoring, reviewing and assessing customer needs and trends ensuring appropriate treatment of customers. This unit may be assessed in conjunction with other units that form part of the job role or function. |
Context of and specific resources for assessment | Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment. Evidence is best gathered using the products, processes and procedures of the individual workplace as the means by which the candidate achieves industry competencies. The following should be made available: a workplace or simulated workplace documentation, such as enterprise policy and procedure manuals relating to customer service, enterprise telephone directory, legislation and codes of practice computer, database software, customer information and enterprise policies and procedures a range of customers with different requirements (real or simulated) a communication system or a range of communication equipment real or simulated customer database a qualified workplace assessor. |
Method of assessment | It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other persons, subject to agreed authentication arrangements. |
Guidance information for assessment | |
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.
Required skills |
collect, organise and understand information related to collating and analysing customer information to identify needs communicate ideas and information to conduct information sessions for staff plan and organise activities concerning information for database entries work with others and in a team by involving staff in improvements to customer service use mathematical ideas and techniques to plan database cells and size establish diagnostic processes which identify and recommend improvements to customer service use workplace technology related to use of customer database |
Required knowledge |
Knowledge of: enterprise policies and procedures in regard to: customer service maintenance of customer databases dealing with difficult customers allocated duties/responsibilities the range of enterprise merchandise and services, location of departments/sections and telephone extensions of departments/sections legislation and statutory requirements, including OHS, consumer law, trade practices and fair trading legislation industry/workplace codes of practice in relation to customer service |
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. | |
Enterprises | Enterprises may vary in size, type and location, range of merchandise and services provided and delivery policies |
Customers | Customers may: be regular or new have routine or special requests be from a range of social, cultural or ethnic backgrounds and physical and intellectual abilities Regardless, all customers are made feel welcome, valued and, at the end of the process, satisfied. Customer contact may be: face to face, by telephone, or electronic means or in writing |
Customer service | Customer service may include all enterprise activities, internal and external customers and follow-up in event of delays in service provision |
Staff | Staff may be: full-time, part-time or casual and vary in terms of training, product knowledge and staffing levels operating in routine or busy trading conditions |
Customer needs | Customer needs may include: information regarding available products or services, quality of products or services, complementary products or services, enterprise facilities and services or the location of specific items |
Customer databases | Customer databases may include: information on customer name, contact details, purchase history details of products or services, information requests, special needs and customer 'rating' by enterprise |
Policies and procedures | Policies and procedures may include: enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, legislative and regulatory requirements, industry/workplace codes of practice and customer 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 |
|---|---|---|---|
| Evidence of maintenance of customer documents is sought regularly from staff responsible to ensure vital data is kept on existing and potential customers | |||
| Customer data is maintained to ensure database relevance and currency | |||
| Information on customers and sales and service history is gathered for analysis | |||
| 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 customer needs | |||
| Trends in customer service needs are documented and reported to appropriate persons periodically for planning purposes | |||
| Service standards are reviewed regularly against outcomes to ensure required standards are met | |||
| Staff are trained to provide customer service to an appropriate standard to ensure consistent treatment of customers | |||
| Work activities of staff are reviewed regularly to ensure customer requirements are met | |||
| Business operations are reviewed to ensure they meet current and projected customer requirements | |||
| Staff are actively involved in providing information to improve customer service operations and activities |
Forms
Assessment Cover Sheet
AURC362807A - Build customer relations
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
AURC362807A - Build customer relations
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: