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

TLII4022A Mapping and Delivery Guide
Identify and meet customer requirements

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLII4022A - Identify and meet customer requirements
Description 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. Licensing, legislative or certification requirements may be applicable to this unit.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application 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.
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: Identify customers and determine their needs
  • Customers and their needs are identified in accordance with business goals and shared objectives
  • Appropriate questioning and active listening are used to fully determine customer needs
  • Customer needs are assessed for urgency to identify priorities for service delivery
  • Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options
  • Personal limitations in addressing customer needs are identified and assistance is sought from designated persons where required
       
Element: Deliver service to customers
  • Communication is undertaken with customers in a clear, concise and courteous manner
  • Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives
  • Where applicable, information and follow-up regarding problems and delays are provided within appropriate timeframes
  • Whenever possible, opportunities to enhance the quality of service are identified and acted upon
       
Element: Communicate to other members of the organisation
  • Outcomes of customer service interactions are communicated to appropriate persons in the organisation
  • Feedback mechanisms are used to ensure continuous improvement of customer service outcomes
       


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

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

Practical assessment must occur:

through activities in an appropriately simulated environment, 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 occupational health, safety and environmental (OHS&E) protection policies and procedures

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

Problems that can occur when meeting customer and organisation needs, and action that can be taken to resolve them

Required skills:

Communicate and negotiate effectively with others when meeting customer and organisational needs

Read and interpret instructions, procedures and information relevant to meeting customer and organisational needs

Identify and assess customer and organisational requirements

Use appropriate numeric functions when identifying customer needs

Complete documentation related to meeting customer and organisational needs where applicable

Operate electronic communication equipment in line with required protocol

Work collaboratively with others when meeting customer and organisational needs

Report and rectify within limits of own role problems that may arise when meeting customer and organisational needs in accordance with workplace procedures

Implement contingency plans for unanticipated situations that may occur when meeting customer and organisational needs

RANGE STATEMENT

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

Customers may be:

internal or external, including:

emergency services

network access

contractors

other network operators

Depending on the type of organisation concerned and the local terminology used, organisational procedures may be known as:

company procedures

enterprise procedures

workplace procedures

established procedures

Information and documentation may include:

legislation, regulations and documentation relevant to business operations

regulations and policies relating to minimising risks to the environment and ensuring compliance with OH&S requirements

reports of accidents and incidents within regulatory requirements and organisational procedures

organisational guidelines on appropriate language and communication strategies and interpretation of relevant information

quality assurance procedures

Applicable regulations and legislation may include:

relevant regulations, standards and codes of practice

relevant federal, state and territory OH&S legislation

equal employment legislation and related policies

environmental protection regulations

dangerous goods and hazardous materials codes

relevant Australian standards and certification requirements

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
Customers and their needs are identified in accordance with business goals and shared objectives 
Appropriate questioning and active listening are used to fully determine customer needs 
Customer needs are assessed for urgency to identify priorities for service delivery 
Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options 
Personal limitations in addressing customer needs are identified and assistance is sought from designated persons where required 
Communication is undertaken with customers in a clear, concise and courteous manner 
Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives 
Where applicable, information and follow-up regarding problems and delays are provided within appropriate timeframes 
Whenever possible, opportunities to enhance the quality of service are identified and acted upon 
Outcomes of customer service interactions are communicated to appropriate persons in the organisation 
Feedback mechanisms are used to ensure continuous improvement of customer service outcomes 

Forms

Assessment Cover Sheet

TLII4022A - 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

TLII4022A - 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: