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

PMC562081B Mapping and Delivery Guide
Deliver customer service

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency PMC562081B - Deliver customer service
Description This unit of competency covers the delivery of customer service in the workplace. It involves identifying customer requirements, ensuring products meet customer requirements, dealing with customer requests and identifying areas for improvement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit of competency applies to operators who also deal directly with the customer. While the customer may be internal, it is intended for external customers. Operators may deal directly with customers as part of order taking or product delivery (e.g. in the premixed concrete sector) or as part of complaint investigation and resolution. This does not deal directly with complaint handling.This unit of competency is typically performed by operators, working either independently or as part of a work team who apply a range of routine tasks. It involves identifying, responding and improving customer service for both internal and external customers.
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: Identify customer requirements
  • Identify company/team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements
  • Explain the role of the quality system in meeting customer requirements
  • Identify the role of the individual and the team in meeting these requirements
       
Element: Respond to customer requirements
  • Use effective questioning and listening techniques to identify customer requirements
  • Use quality assurance systems to ensure products and services meet customer requirements
  • Display a helpful and courteous attitude when responding to customer enquiries
  • Ensure up to date advice and product knowledge is supplied to customers
  • Deal with all customer requests in a timely manner
  • Complete all company documentation/records
  • Follow up customer requests and provide feedback to customers
       
Element: Improve customer service
  • Identify methods of improving customer service and make recommendations to appropriate personnel for improvements
  • Implement improvements in customer service
  • Provide reports and appropriate feedback in accordance with company requirements
       


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

The unit will be assessed in as holistic a manner as is practical and may be integrated with the assessment of other relevant units of competency.

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

Evidence of satisfactory performance in this unit can be obtained by observation of performance and questioning to indicate understanding and knowledge of the elements of the competency and performance criteria. In particular, look to see that:

customer requirements are accurately assessed

customer requirements are completed within the necessary timelines

appropriate documenting of the customer request is undertaken

quality of customer service is evaluated

enterprise procedures for identifying and suggesting improvements are followed

customer complaints are effectively attended to.

Context of and specific resources for assessment

Assessment will require access to an operating plant over an extended period of time, or a suitable method of gathering evidence of operating ability over a range of situations.

Assessment will occur over a range of situations which will include disruptions to normal, smooth operation.

Simulation or case studies/scenarios may be required to allow for timely assessment of parts of this unit of competency. Simulation should be based on the actual plant and will include 'walk-throughs' of the relevant competency components. A bank of scenarios/case studies/what ifs and questions will be required to probe the reasoning behind observable actions.

Method of assessment

This unit may be assessed in conjunction with:

MSAPMSUP100B Apply workplace procedures

MSAPMSUP200A Achieve work outcomes.

Individual enterprises may choose to add prerequisites and co-requisites relevant to their processes.

Guidance information for assessment

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

Required skills

Required skills include:

effective questioning and answering techniques

effective interpersonal skills

communicating to convey meaning clearly, concisely and coherently

literacy skills to communicate with customers

numeracy skills to interpret customer requirements and to meet customer needs

problemsolving skills to deal with customer enquiries or complaints

reading and numeracy to interpret workplace documents and technical information

Required knowledge

Required knowledge includes:

company products and services and quality procedures as it applies to customer requirements

understanding of process, normal operating parameters and product quality

relevant occupational health and safety (OHS) and environmental requirements and an ability to implement them is required

organisational procedures and work instructions is required

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.

Procedures

All operations are performed in accordance with standard procedures and work instructions

Customers

Customers may be:

internal or external

Communications

Communications may include:

telephone

two way radio

computer equipment

face-to-face interaction

Plant documentation

Plant documentation may include:

organisational policies

standard operating procedures and work instructions

quality documentation

company business objectives and KPIs

OHS

All operations are subject to stringent OHS requirements and these must not be compromised at any time. Where there is an apparent conflict between performance criteria and OHS requirements, the OHS requirements take precedence

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
Identify company/team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements 
Explain the role of the quality system in meeting customer requirements 
Identify the role of the individual and the team in meeting these requirements 
Use effective questioning and listening techniques to identify customer requirements 
Use quality assurance systems to ensure products and services meet customer requirements 
Display a helpful and courteous attitude when responding to customer enquiries 
Ensure up to date advice and product knowledge is supplied to customers 
Deal with all customer requests in a timely manner 
Complete all company documentation/records 
Follow up customer requests and provide feedback to customers 
Identify methods of improving customer service and make recommendations to appropriate personnel for improvements 
Implement improvements in customer service 
Provide reports and appropriate feedback in accordance with company requirements 

Forms

Assessment Cover Sheet

PMC562081B - Deliver 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

PMC562081B - Deliver 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: