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Evidence Guide: AUMGCA001 - Provide customer service

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AUMGCA001 - Provide customer service

What evidence can you provide to prove your understanding of each of the following citeria?

Identify customer needs

  1. Types of customers and their expectations and needs are identified through consultation and negotiation
  2. Information on customers is used to identify required services
  3. Customer needs are regularly monitored through formal and informal communication channels
  4. Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them
Types of customers and their expectations and needs are identified through consultation and negotiation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information on customers is used to identify required services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer needs are regularly monitored through formal and informal communication channels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer needs

  1. Customer requests are responded to in a timely and efficient manner
  2. Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship
  3. Customer dissatisfaction is promptly addressed according to workplace procedures
Customer requests are responded to in a timely and efficient manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer dissatisfaction is promptly addressed according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate service provided

  1. Customer service is evaluated and appropriate action taken to resolve any complaints
  2. Feedback is sought from customers on the product or service provided
  3. Customer feedback is documented according to workplace procedures
Customer service is evaluated and appropriate action taken to resolve any complaints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback is sought from customers on the product or service provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer feedback is documented according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements

Performance Criteria

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section

1. Identify customer needs

1.1 Types of customers and their expectations and needs are identified through consultation and negotiation

1.2 Information on customers is used to identify required services

1.3 Customer needs are regularly monitored through formal and informal communication channels

1.4 Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them

2. Respond to customer needs

2.1 Customer requests are responded to in a timely and efficient manner

2.2 Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship

2.3 Customer dissatisfaction is promptly addressed according to workplace procedures

3. Evaluate service provided

3.1 Customer service is evaluated and appropriate action taken to resolve any complaints

3.2 Feedback is sought from customers on the product or service provided

3.3 Customer feedback is documented according to workplace procedures

Required Skills and Knowledge

Elements

Performance Criteria

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section

1. Identify customer needs

1.1 Types of customers and their expectations and needs are identified through consultation and negotiation

1.2 Information on customers is used to identify required services

1.3 Customer needs are regularly monitored through formal and informal communication channels

1.4 Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them

2. Respond to customer needs

2.1 Customer requests are responded to in a timely and efficient manner

2.2 Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship

2.3 Customer dissatisfaction is promptly addressed according to workplace procedures

3. Evaluate service provided

3.1 Customer service is evaluated and appropriate action taken to resolve any complaints

3.2 Feedback is sought from customers on the product or service provided

3.3 Customer feedback is documented according to workplace procedures

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Workplace procedures must include:

customer service and continuous improvement processes

workplace customer service practices.

Appropriate action must include:

handling customer needs in a courteous, discreet and sensitive manner

addressing customer complaints and escalating where necessary.