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Evidence Guide: AUMGCA2001 - 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

 

AUMGCA2001 - Provide customer service

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

Identify and assess the needs and expectations of different types of customers

  1. Different types of customers are accurately identified
  2. Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided
  3. All activities are carried out in accordance with organisation requirements and procedures
Different types of customers are accurately identified

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

All activities are carried out in accordance with organisation requirements and procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide high quality service to customer

  1. Customer requests are responded to promptly and efficiently
  2. Customers are treated in a manner which assists the development of a positive and professional relationship
  3. Organisation services and products are appropriately promoted to encourage repeat business
  4. Customer dissatisfaction is promptly recognised and attended to
Customer requests are responded to promptly and efficiently

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Customers are treated in a manner which assists the development of a positive and professional relationship

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Organisation services and products are appropriately promoted to encourage repeat business

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Customer dissatisfaction is promptly recognised and attended to

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Deal with difficult customers

  1. The nature and details of the complaint are established and agreed upon with the customer
  2. Appropriate action is taken to resolve the complaint to the customer's satisfaction wherever possible within the level of responsibility determined
  3. The complaint is referred to appropriate personnel if the staff member cannot resolve the situation to the customer's satisfaction
  4. Organisation documentation is completed in accordance with organisation requirements
The nature and details of the complaint are established and agreed upon with the customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate action is taken to resolve the complaint to the customer's satisfaction wherever possible within the level of responsibility determined

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

The complaint is referred to appropriate personnel if the staff member cannot resolve the situation to the customer's satisfaction

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Organisation documentation is completed in accordance with organisation requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Seek and action customer feedback

  1. Feedback is sought from customers on the product provided
  2. Alternative advice/actions are discussed with the customer
  3. Appropriate action is taken in response to feedback
  4. Customer feedback is documented in accordance with customer requirements
Feedback is sought from customers on the product provided

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Alternative advice/actions are discussed with the customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate action is taken in response to feedback

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Customer feedback is documented in accordance with customer requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

compliance with relevant legislative, regulations, standards, codes of practice and establish safe practices and organisation policies and procedures for managing personal work priorities

maintaining a working knowledge of current work systems and practices

working and communicating effectively and positively with others involved in the work

applying, within authority, the requirements of the job or work role in relation to:

achieving production goals

achieving work quality goals

responding positively to changing work requirements

contributing effectively to cost reduction initiatives

effectively applying problem solving techniques

modify activities to cater for variations in organisation context and environment

customer needs are clarified

customer requirements are met

organisation documentation requirements are met

customer feedback is obtained.

Context of and specific resources for assessment

assessment of the competency should take place in a safe working environment in a passenger motor vehicle manufacturing plant or simulated environment using tools/equipment/machinery required for the production process without undue disruption to the production process

assessment is to occur under standard and authorised work practices, safety requirements and environmental constraints.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

assessment methods must confirm consistency and accuracy of performance (over time and in a range of organisation relevant contexts) together with application of underpinning knowledge

assessment methods must be by direct observation of tasks and include questioning on underpinning knowledge to ensure its correct interpretation and application

assessment may be applied under project related conditions (real or simulated) and require evidence of process

assessment must confirm a reasonable inference that competency is able not only to be satisfied under the particular circumstance, but is able to be transferred to other circumstances.

Required Skills and Knowledge

This describes the essential skills and knowledge and their level, required for this unit.

Required skills

speak clearly and directly in order to promote organisation services and products

apply teamwork to a range of situations, including meeting of the needs of difficult customers

solve problems particularly in teams in order to meet performance indicators

show initiative in adapting to changing work conditions or contexts particularly when working across a variety of work areas

access, interpret and apply information on relevant organisation policies, procedures and instructions, particularly to ensure appropriate action is taken in response to feedback

manage time when planning, preparing and organising work priorities

take responsibility for organising own work priorities.

Required knowledge

relevant Occupational Health and Safety and Environmental regulations and organisation policies and procedures needed to carry out work in a manner which ensures the safety of people, equipment and the environment.

work documentation covering procedures, specifications, schedules and work plans or equivalent

cost minimisation/waste avoidance policies, procedures and practices

environmental protection requirements relating to the disposal of waste material

established communication channels and protocols

problem identification and resolution techniques

industry records and how to maintain them

personal and equipment safety requirements

conflict resolution techniques

use of relevant communication mediums

communication process, including verbal, written and electronic

organisation policies.

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. Bold italicised wording in the Performance Criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Types of customers may include:

Variations in:

age

personality

cultural background

potential areas of interest and need.

Organisation requirements and procedures may include:

access and equity principles and practices

environmental management (waste disposal, recycling and re-use guidelines)

emergency and evacuation procedures

equipment use procedures

ethical standards

legal obligations

maintenance and storage procedures

OHS requirements

organisational and site guidelines

policies and procedures relating to own role and responsibility

procedural manuals

quality assurance guidelines

quality and continuous improvement processes and standards

recording and reporting guidelines.

Appropriate action may include:

Handling complaints:

sensitively

courteously

discreetly.

Appropriate personnel may include:

clients and managers

supervisors

suppliers

team leaders

team members.