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
communication skills to:
determine and confirm customer requirements, using questioning and active listening as required
liaise with others, share information, listen and understand
use language and concepts appropriate to cultural differences
prepare responses to meet client enquiries
literacy skills to read documents and complete forms and transaction records accurately
numeracy and IT skills to:
access and use computer-based service systems
access and use internet information
problem solving skills to address customer service issues
organisational skills, including the ability to plan and sequence work
teamwork skills to work cooperatively with others
reading skills to:
read and understand relevant legislation, regulation and codes of practice
read and interpret client communications
read and interpret organisational procedures
writing skills to:
accurately record information
draft business letters and emails.
Required knowledge
company policy, procedures and requirements
customer service process (including dispute and conflict resolution)
privacy and confidentiality legislation and requirements
product/policy terms and conditions
relevant legislation and industry codes of practice.
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.
Nature of the enquiry may include: | initial enquiry about a product or service enquiry about ongoing use of a product or services complaint about an error request for new product or service claim against a policy |
Scope of responsibility or authority areamay include: | job description or accountability area regulatory requirements relevant legislation |
Sources of information may include: | company records credit reference organisation past history with the organisation or other organisations organisation's policy and procedures manuals legislation |
Customer's special needs may include: | ethnic origin religion socio-economic status age and sex |
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