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

NWP300B Mapping and Delivery Guide
Provide and promote customer service

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency NWP300B - Provide and promote customer service
Description This unit of competency describes the outcomes required to respond effectively to the needs of internal and external customers by the application of the organisation's standards and processes. The ability to solve problems, communicate effectively and seek opportunities to improve service to customers are essential to performance.
Employability Skills This unit of competency contains employability skills.
Learning Outcomes and Application This unit supports the attainment of skills and knowledge required by all field staff and operators in addition to staff with specific responsibility for the provision of customer service to customers and suppliers of the organisation.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field Common
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: Apply organisational customer service standards.
  • Check the organisation's plans, policies and procedures relating to customer service and apply them.
  • Explain the features, benefits and application of the organisation's products and services to customers.
  • Apply the organisation's processes for handling customer queries, complaints and disputes.
  • Apply effective communication techniques with different types of customers and situations.
  • Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.
  • Use available resources to meet customer requirements and services.
       
Element: Respond to customer needs and concerns.
  • Clarify customer needs and expectations.
  • Resolve customer concerns or complaints according to organisational policies and procedures.
  • Address customer needs or complaints clearly, politely and effectively.
  • Refer customer concerns related to organisational liability to appropriate persons or departments according to organisational policy.
  • Complete documentation and process it according to organisational and statutory requirements.
       
Element: Contribute to customer service standards.
  • Identify and explain opportunities to improve services or processes to team members.
  • Review personal work performance to improve services to customers.
  • Record evidence of customer satisfaction and report to team members.
  • Contribute to the development, and improvement of quality service policies and standards.
       


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, the Range Statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The candidate should demonstrate the ability to respond effectively to the needs of internal and external customers including:

communicating effectively with internal and external customers according to organisational procedures and standards

preparing resources and planning work to meet customer requirements

managing and reporting customer complaints according to organisational procedures

reviewing customer service and customer satisfaction

contributing to improvements in customer service standards.

Context of and specific resources for assessment

Access to the workplace and resources including:

documentation that should normally be available in a water industry organisation

relevant codes, standards, and government regulations.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence requires that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice

a decision of competence only taken at the point when the assessor has complete confidence in the person's competence over time and in various contexts

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be authenticated and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in a manner appropriate to the skill levels of the operator, any cultural issues that may affect responses to the questions, and reflecting the requirements of the competency and the work being performed.

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 describes the essential skills and knowledge and their level, required for this unit.

Required skills:

communicate effectively with customers, staff members (internal clients) and suppliers

negotiate and resolve disputes or minimise the concerns of customers

apply interpersonal skills

communicate effectively in a diverse work force

apply problem-solving skills

apply dispute resolution skills

report on customer issues

apply customer relations policy and organisational standards

identify both internal and external customers.

Required knowledge:

relevant Acts and by-laws that impact customer service

organisational policies, procedures, standards and quality systems

problem-solving strategies

communication techniques

performance management systems.

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. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs if the candidate, accessibility of the item, and local industry and regional contexts.

Plans, policies and procedures may include:

specific documents relating to customer service:

service standards

dispute resolution processes

general organisational documentation:

mission statements

vision statements

strategic and annual plans.

Processes for handling customer queries, complaints and disputes may require:

interaction and communication with other employees and other authorities including the appropriate referral of problems for resolution that are outside the scope of the officer's level of responsibility

implementation of reporting procedures that may also include procedures for the implementation of by-laws, organisational policies and statutory requirements

access to appropriate records on hard copy or software systems.

Effective communication techniques include:

verbal or non-verbal language

two-way interaction

constructive feedback

active listening

questioning to clarify and confirm understanding

interpreting non-verbal and verbal messages

observation techniques

use of positive, confident and co-operative language

control of tone of voice and body language

use of language and concepts appropriate to cultural differences

use of clear presentations of options and consequences

demonstrating flexibility and willingness to negotiate.

Documentation that may be used or accessed includes:

complaints handling forms

work site records

customer, interdepartmental or other organisation's correspondence.

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
Check the organisation's plans, policies and procedures relating to customer service and apply them. 
Explain the features, benefits and application of the organisation's products and services to customers. 
Apply the organisation's processes for handling customer queries, complaints and disputes. 
Apply effective communication techniques with different types of customers and situations. 
Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience. 
Use available resources to meet customer requirements and services. 
Clarify customer needs and expectations. 
Resolve customer concerns or complaints according to organisational policies and procedures. 
Address customer needs or complaints clearly, politely and effectively. 
Refer customer concerns related to organisational liability to appropriate persons or departments according to organisational policy. 
Complete documentation and process it according to organisational and statutory requirements. 
Identify and explain opportunities to improve services or processes to team members. 
Review personal work performance to improve services to customers. 
Record evidence of customer satisfaction and report to team members. 
Contribute to the development, and improvement of quality service policies and standards. 

Forms

Assessment Cover Sheet

NWP300B - Provide and promote 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

NWP300B - Provide and promote 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: