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

MEM16003 Mapping and Delivery Guide
Provide advanced customer service

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MEM16003 - Provide advanced customer service
Description
Employability Skills
Learning Outcomes and Application This unit of competency defines the skills and knowledge required to provide comprehensive assistance to customers. It includes identifying a customer's relationship to the enterprise and determining how service could be improved.Applications of this unit would typically be found in warehouses, service and design departments, and relate to internal or external customers, across a range of products and services. This may include the taking of one-off or special orders requiring detailed descriptions, the handling of complaints referred for more detailed assistance than the initial point of contact, and work as a designated liaison officer.No licensing, legislative or certification requirements apply to this unit at the time of publication. Band: BUnit Weight: 2
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Communication
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 relationship to enterprise
  • Follow standard operating procedures and comply with work, health and safety (WHS) requirements at all times
       
Element: Identify customer as a new or repeat customer
       
Element: Obtain and check formal customer identification details for repeat customers and access information according to workplace procedures
       
Element: Capture information on new customers according to workplace procedures
       
Element: Identify customer requirements
  • Identify customer requirements from order or other verbal or written communication
       
Element: Apply product knowledge to answer and address customer questions and support informed purchase decision
       
Element: Communicate clearly the degree to which customer requirements can be met
       
Element: Propose alternatives for any inability to completely satisfy customer requirements
       
Element: Use communication skills to provide positive customer experience
       
Element: Action customer requirements
  • Undertake appropriate action to implement customer requirements
       
Element: Record customer requirements not able to be met immediately, and undertake follow-up checks according to procedures
       
Element: Communicate with customers to inform of service progress or completion, according to workplace procedures
       
Element: Address customer complaints
  • Apply active listening skills and receive complaint information to ensure a thorough understanding of customer complaint
       
Element: Determine source of complaint or issue and report to relevant personnel
       
Element: Determine process for resolving complaint and confirm with customer
       
Element: Action process and maintain communication with customer until completion
       
Element: Assess effectiveness of resolution and report or record outcomes according to work procedures
       
Element: Promote better customer service
  • Record products and services provided to customer, and any other customer information that can help to improve future relations
       
Element: Assess customer service provided and identify and report opportunities for improvement
       

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.

This field allows for different 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.

Customer liaison includes using one (1) or more of the following:

telephone

written forms

email

face-to-face contact

digital/electronic tools

Customer requirements include one (1) or more of the following:

price

delivery date

quantity

quality

specifications

Communication skills include one (1) or more of the following:

active listening

asking and answering questions

appropriate body language

plain English

politeness

assertiveness

building rapport

calmness

patience

empathy

effective verbal communication

clarifying/checking meaning

addressing/minimising communication barriers

Appropriate actions to implement customer requirements include one (1) or more of the following:

filling or entering order

corrective action to resolve complaints

repair or service to customer equipment

Sources of complaint or issue include one (1) or more of the following:

damaged goods

poor service

delayed delivery

goods not received

incorrect specifications

difficult customer

Processes for resolving complaint include one (1) or more of the following:

replacement

repair

price reduction

providing additional or improved service

explanation

apology

referral to appropriate personnel or other supplier

suggest alternative product / service

Customer relationships include one (1) or more of the following:

internal

external

repeat

one-off

new

established

significance in terms of purchase size, length of association, company status and relationship

previous history

special service requirements or conditions

reciprocal arrangements

supply chain relationship

Opportunities for improving customer service include one (1) or more of the following:

new documentation

new communication

system improvements

delivery improvements

product or service improvements

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
Follow standard operating procedures and comply with work, health and safety (WHS) requirements at all times 
 
 
 
Identify customer requirements from order or other verbal or written communication 
 
 
 
 
Undertake appropriate action to implement customer requirements 
 
 
Apply active listening skills and receive complaint information to ensure a thorough understanding of customer complaint 
 
 
 
 
Record products and services provided to customer, and any other customer information that can help to improve future relations 
 

Forms

Assessment Cover Sheet

MEM16003 - Provide advanced 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

MEM16003 - Provide advanced 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: