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

TLII5018 Mapping and Delivery Guide
Manage customer service

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLII5018 - Manage customer service
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry. It includes planning to meet internal and external customer requirements, ensuring delivery of quality products/services and monitoring, adjusting and reporting customer service to improve the provision of products/services.The unit generally applies to those who lead individuals or 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.

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 other 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.
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: Plan to meet internal and external customer requirements
       
Element: Customer needs are researched, clarified, assessed and included in the planning process
       
Element: Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures
       
Element: Ensure delivery of quality products/services
       
Element: Products/services are delivered to customer specifications in accordance with the organisational business plan
       
Element: Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards
       
Element: Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards
       
Element: Resources are used effectively and efficiently to provide quality products/services to customers
       
Element: Monitor, adjust and report customer service
       
Element: Organisational systems and technology 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 problems and make improvements to products/services are taken in consultation with designated individuals/groups
       
Element: Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Plan to meet internal and external customer requirements

1.1

Customer needs are researched, clarified, assessed and included in the planning process

1.2

Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures

2

Ensure delivery of quality products/services

2.1

Products/services are delivered to customer specifications in accordance with the organisational business plan

2.2

Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards

2.3

Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards

2.4

Resources are used effectively and efficiently to provide quality products/services to customers

3

Monitor, adjust and report customer service

3.1

Organisational systems and technology are used to monitor progress in achieving product/service targets and standards

3.2

Customer feedback is sought and used to improve the provision of products/services

3.3

Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups

3.4

Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

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 consulting with others to ensure excellent customer service is modelled to staff and that customer issues are resolved

dealing effectively with unplanned events such as a change in the volume of customer inquiries

developing, implementing and revising contingency plans

interpreting and following operational instructions and prioritising work

monitoring work activities in terms of planned schedule, particularly in line with agreed time and quality standards

preparing reports to develop and disseminate information on customer service performance.

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:

organisational performance management systems

organisational policies, principles, codes and performance standards

quality management systems

relevant sections of national and state/territory regulatory requirements and codes of practice such as consumer protection legislation

requirements for completing relevant documentation such as reports of customer complaints and resolutions

risk management as it relates to dealing with customers and managing consequences of poor customer service

steps involved in planning work activities.

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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Plan to meet internal and external customer requirements

1.1

Customer needs are researched, clarified, assessed and included in the planning process

1.2

Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures

2

Ensure delivery of quality products/services

2.1

Products/services are delivered to customer specifications in accordance with the organisational business plan

2.2

Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards

2.3

Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards

2.4

Resources are used effectively and efficiently to provide quality products/services to customers

3

Monitor, adjust and report customer service

3.1

Organisational systems and technology are used to monitor progress in achieving product/service targets and standards

3.2

Customer feedback is sought and used to improve the provision of products/services

3.3

Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups

3.4

Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

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

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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

TLII5018 - Manage 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

TLII5018 - Manage 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: