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

FNSCUS403 Mapping and Delivery Guide
Deliver a professional service to customers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSCUS403 - Deliver a professional service to customers
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge needed for understanding, clarifying and meeting customers’ needs and expectations and those functions associated with the provision of a quality and professional service to customers.It applies to individuals providing day-to-day customer service in a financial services environment.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.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

common office equipment, technology and industry software packages

organisational records

organisational policy and procedures.

Assessors must satisfy NVR/AQTF assessor requirements
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: Project positive organisational image
  • Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction
  • Follow organisation’s standards and philosophy regarding presentation at all times
       
Element: Identify customer needs and expectations
  • Clarify customers’ needs and expectations
  • Identify and consider special requirements of customers when providing service
       
Element: Provide customer service
  • Provide information based on knowledge of products and/or services to satisfy customer needs
  • Source information if not immediately available and/or refer customers to appropriate personnel
  • Seek confirmation from customers that needs and, where practical, expectations have been met
  • Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met
       
Element: Maintain customer confidentiality
  • Discuss customer related business only in context of workplace
  • Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Project positive organisational image

1.1 Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction

1.2 Follow organisation’s standards and philosophy regarding presentation at all times

2. Identify customer needs and expectations

2.1 Clarify customers’ needs and expectations

2.2 Identify and consider special requirements of customers when providing service

3. Provide customer service

3.1 Provide information based on knowledge of products and/or services to satisfy customer needs

3.2 Source information if not immediately available and/or refer customers to appropriate personnel

3.3 Seek confirmation from customers that needs and, where practical, expectations have been met

3.4 Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met

4. Maintain customer confidentiality

4.1 Discuss customer related business only in context of workplace

4.2 Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation

Evidence of the ability to:

communicate effectively with customers to determine and satisfy their needs, giving consideration to any special requirements

apply knowledge of products and services using a range of communication skills to interact with customers and provide good service

follow organisational policy and procedures, and relevant legislative requirements relating to privacy and confidentiality

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe the purpose and application of customer service principles and practice

identify and interpret the key requirements of relevant legislation covering consumer rights and service, privacy and the delivery of financial services

describe the organisation’s key products and services

describe key features of organisational policy, procedures and protocols that impact on delivering a professional service to customers

discuss the scope of capacity to offer advice on financial products and services, and their benefits and applications within the requirements of relevant legislation

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Project positive organisational image

1.1 Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction

1.2 Follow organisation’s standards and philosophy regarding presentation at all times

2. Identify customer needs and expectations

2.1 Clarify customers’ needs and expectations

2.2 Identify and consider special requirements of customers when providing service

3. Provide customer service

3.1 Provide information based on knowledge of products and/or services to satisfy customer needs

3.2 Source information if not immediately available and/or refer customers to appropriate personnel

3.3 Seek confirmation from customers that needs and, where practical, expectations have been met

3.4 Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met

4. Maintain customer confidentiality

4.1 Discuss customer related business only in context of workplace

4.2 Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation

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
Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction 
Follow organisation’s standards and philosophy regarding presentation at all times 
Clarify customers’ needs and expectations 
Identify and consider special requirements of customers when providing service 
Provide information based on knowledge of products and/or services to satisfy customer needs 
Source information if not immediately available and/or refer customers to appropriate personnel 
Seek confirmation from customers that needs and, where practical, expectations have been met 
Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met 
Discuss customer related business only in context of workplace 
Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation 

Forms

Assessment Cover Sheet

FNSCUS403 - Deliver a professional service to customers
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

FNSCUS403 - Deliver a professional service to customers

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: