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

TLII4022 Mapping and Delivery Guide
Identify and meet customer requirements

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLII4022 - Identify and meet customer requirements
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to identify and meet customer requirements in accordance with regulatory and organisational needs.It includes identifying customer needs, delivering a service to customers and communicating customer needs with other members of the organisation.Work is performed under minimum supervision. It involves discretion and judgement for self and others in meeting customer and organisation needs.Work involves responsibility for the development of work plans and may include the provision of leadership of others, either individually or in teams.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.

Assessors must hold credentials specified within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must satisfy the Principles of Assessment and Rules of Evidence and all regulatory requirements included within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations or, where this is not available, 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 must include:

a range of relevant exercises, case studies and/or simulations

relevant and appropriate materials, tools, equipment and personal protective equipment (PPE) currently used in industry

applicable documentation, including workplace procedures, regulations, codes of practice and operation manuals.
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
Elements of Competency Performance Criteria              
Element: Determine customer needs
       
Element: Customers are identified in accordance with business goals and shared objectives
       
Element: Appropriate questioning and active listening are used to fully determine customer needs
       
Element: Customer needs are assessed for urgency to identify priorities for service delivery
       
Element: Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options
       
Element: Personal limitations in addressing customer needs are identified and assistance is sought from designated persons as required
       
Element: Deliver service to customers
       
Element: Communication is undertaken with customers in a clear, concise and courteous manner
       
Element: Hazards are identified, risks are assessed and control measures are implemented
       
Element: Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives
       
Element: Information and follow-up regarding problems and delays are provided within appropriate timeframes
       
Element: Opportunities to enhance the quality of service are identified and acted upon
       
Element: Convey customer need within the organisation
       
Element: Outcomes of customer service interactions are communicated to appropriate persons in the organisation
       
Element: Relevant documentation is confirmed, completed and processed
       
Element: Feedback mechanisms are used to ensure continuous improvement of customer service outcomes
       
Element: Hazards are identified, risks assessed and control measures implemented
       


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.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying relevant legislation and workplace procedures

communicating and negotiating effectively with others

communicating customer needs with other members of the organisation

completing relevant documentation

delivering a service to customers

identifying and assessing customer and organisational requirements

identifying customer needs

identifying job hazards and taking required action to minimise, control or eliminate identified hazards

implementing contingency plans

reading and interpreting relevant instructions, procedures and information

reporting and rectifying within limits of own role, problems that may arise, in accordance with workplace procedures

using appropriate numeric functions when identifying customer needs

working collaboratively with others.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

problems that can occur when meeting customer and organisation needs, and action that can be taken to resolve these problems

relevant workplace policies and procedures

workplace protocols and procedures for meeting customer and organisation needs, including planning and quality improvement of services and operations.

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.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

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
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

Forms

Assessment Cover Sheet

TLII4022 - Identify and meet customer requirements
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

TLII4022 - Identify and meet customer requirements

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: