Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII4001 Mapping and Delivery Guide
Coordinate quality customer service
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | TLII4001 - Coordinate quality customer service |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit involves the skills and knowledge required to coordinate quality customer service in accordance with relevant regulations.It includes planning to meet internal and external customer requirements, ensuring the delivery of quality service and monitoring, adjusting and reporting customer service. Work is performed under general supervision. 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. As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment. As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment. Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions. Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate. Resources for assessment include: a range of relevant exercises, case studies and/or simulations relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry applicable documentation including workplace procedures, regulations, codes of practice and operation manuals. |
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Prerequisites/co-requisites | |||
Competency Field | I – Customer Service |
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Plan to meet internal and external customer requirements | ||||||||
Element: Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services | ||||||||
Element: Provision is made in plans to achieve the quality, time and costs specifications agreed with customers | ||||||||
Element: Ensure delivery of quality service | ||||||||
Element: Quality, safety, resource and delivery standards are consistently met through individual/team performance | ||||||||
Element: Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards | ||||||||
Element: 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 | ||||||||
Element: Organisational systems are used to monitor progress in achieving product/service targets and standards | ||||||||
Element: Customer feedback is sought and used to improve the provision of products/services | ||||||||
Element: Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups | ||||||||
Element: Adjustments/recommendations are made to products/services as required | ||||||||
Element: Those who have a role in product/service planning and delivery are informed of changes | ||||||||
Element: Records, reports and recommendations are managed in accordance with organisational systems and processes |