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

TLII107D Mapping and Delivery Guide
Coordinate quality customer service

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLII107D - Coordinate quality customer service
Description This unit involves the skills and knowledge required to coordinate quality customer service in operations including planning to meet internal and external customer requirements, ensuring delivery of quality service, and monitoring, adjusting and reporting customer service.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this competency is packaged will assist in identifying employability skill requirements.
Learning Outcomes and Application Work must be carried out in compliance with the relevant regulations.Work is performed under general supervision. It involves the application of the routine procedures to the coordination of quality customer service.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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: Plan to meet internal and external customer requirements
  • The needs of customers are researched, understood and assessed, and taken into account in the planning of the company's products and services
  • Provision is made in plans to achieve the quality, time and costs specifications agreed with customers
       
Element: Ensure delivery of quality service
  • Individual/team performance consistently meets quality, safety, resource and delivery standards
  • Coaching and mentoring assists colleagues overcome difficulty in meeting customer service standards
  • Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards
       
Element: Monitor, adjust and report customer service
  • Company's systems are used to monitor progress in achieving product/service targets and standards
  • Customer feedback is sought and used to improve the provision of products/services
  • Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups
  • Adjustments/recommendations (as required) are made to products/services
  • Those who have a role in products/services planning and delivery are informed of changes
  • Records, reports and recommendations are managed within the company's systems and processes
       


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 knowledge and skills, the range statement and the assessment guidelines for this Training Package.

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

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 KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant Australian and state and territory standards, regulations and codes of practice

OH&S procedures and guidelines relevant to workplace operations

Risks involved in workplace operations and related precautions to control the risk

Workplace procedures and policies for the coordination of quality customer service in workplace operations

Customer and market characteristics

The role of customer service in company profitability

Requirements of workplace systems and operations and relevant equipment

Required skills:

Communicate effectively with others when coordinating quality customer service

Read and interpret instructions, procedures, information and signs relevant to the coordination of quality customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to the coordination of quality customer service

Operate electronic communication equipment to required protocol

Work collaboratively with others when coordinating quality customer service

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when coordinating quality customer service in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may occur when coordinating quality customer service

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Apply relevant agreements, codes of practice or other legislative requirements to work processes

Identify and correctly use equipment, processes and procedures

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Operations may be conducted:

in a range of work environments and weather conditions

by day or night

Customers may be:

internal or external

Operations may be undertaken:

on- or off-base site or workplace

Coordination of workplace policies for the provision of customer service may include:

level of service provision

scheduling of operations

delivery of services

Consultative processes may involve:

clients

other employees and supervisors

management

union representatives

industrial relations and OH&S specialists

other professional or technical staff

local government authorities

Hazards may include:

vehicular traffic and pedestrians

uneven ground, steps, road surfaces

dust and vapours

hazardous or dangerous materials

humidity, air temperature and radiant heat

light including UV

noise

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Communication in the work area may include:

fixed phone

mobile phone

fax

email

internet

radio

oral, aural or signed communications

Information/documents may include:

operations manuals

induction documentation

competency standards and training materials

manufacturers specifications for relevant equipment

Dangerous Goods Code, Explosives Code, HAZCHEM codes and other regulations pertaining to the delivery of mail

workplace procedures and policies for the preparation of mail for delivery

supplier and/or client instructions

award, enterprise bargaining agreement, other industrial arrangements

standards and certification requirements

customer service and quality assurance standards and procedures

emergency procedures

Applicable regulations and legislation may include:

state/territory roads and traffic authority road rule and licence requirements

Australian Dangerous Goods Code, Explosives Code, HAZCHEM codes, and other relevant regulations pertaining to the delivery of mail

relevant state/territory environmental protection legislation

relevant state/territory OH&S 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
The needs of customers are researched, understood and assessed, and taken into account in the planning of the company's products and services 
Provision is made in plans to achieve the quality, time and costs specifications agreed with customers 
Individual/team performance consistently meets quality, safety, resource and delivery standards 
Coaching and mentoring assists colleagues overcome difficulty in meeting customer service standards 
Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards 
Company's systems are used to monitor progress in achieving product/service targets and standards 
Customer feedback is sought and used to improve the provision of products/services 
Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups 
Adjustments/recommendations (as required) are made to products/services 
Those who have a role in products/services planning and delivery are informed of changes 
Records, reports and recommendations are managed within the company's systems and processes 

Forms

Assessment Cover Sheet

TLII107D - Coordinate quality 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

TLII107D - Coordinate quality 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: