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Evidence Guide: BSBCCO203A - Conduct customer contact

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!

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BSBCCO203A - Conduct customer contact

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

Prepare for customer contact

  1. Obtain and study product or service details relating to customer contact
  2. Study prepared contact guides or scripts
  3. Locate sources of information that may be required to develop product and service expertise
  4. Develop a clear understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs)
  5. Develop proficiency with equipment and systems to effectively and efficiently manage contact
  6. Clarify details as required with relevant personnel
Obtain and study product or service details relating to customer contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Study prepared contact guides or scripts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Locate sources of information that may be required to develop product and service expertise

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a clear understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs)

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop proficiency with equipment and systems to effectively and efficiently manage contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify details as required with relevant personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide quality service in response to customer queries

  1. Use technology to respond to customer queries
  2. Greet customer according to enterprise protocol and in a manner that encompasses cultural diversity
  3. Establish and clarify customer needs
  4. Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and the need to refer customer elsewhere
  5. Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution
  6. Treat customer with respect and courtesy, and enhance and develop customer loyalty
  7. Complete followup action according to contact escalation policy, timeframes, business rules and practices, and in line with customer expectations
Use technology to respond to customer queries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Greet customer according to enterprise protocol and in a manner that encompasses cultural diversity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and clarify customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and the need to refer customer elsewhere

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Treat customer with respect and courtesy, and enhance and develop customer loyalty

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete followup action according to contact escalation policy, timeframes, business rules and practices, and in line with customer expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange provision of a product or service

  1. Respond appropriately to customer requirements and identify relevant options
  2. Select appropriate product or service in consultation with customer
  3. Agree actions or orders with customer giving consideration to maximising value and service delivery to customer
  4. Consider customer retention options that can be applied to the contact
  5. Use clear, simple and easy to understand language and ensure responses are comprehensive
Respond appropriately to customer requirements and identify relevant options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select appropriate product or service in consultation with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree actions or orders with customer giving consideration to maximising value and service delivery to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider customer retention options that can be applied to the contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use clear, simple and easy to understand language and ensure responses are comprehensive

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer enquiries

  1. Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
  2. Escalate enquiries or orders that cannot be satisfied immediately
  3. Supply followup information to customer as required and in a timely manner
  4. Observe organisational regulations and standards throughout transaction
  5. Record details of contact according to policy
  6. Record and report difficulties not escalated but that may present an opportunity for continuous improvement
Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate enquiries or orders that cannot be satisfied immediately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Supply followup information to customer as required and in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe organisational regulations and standards throughout transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record details of contact according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and report difficulties not escalated but that may present an opportunity for continuous improvement

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, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the ability to:

record data accurately

demonstrate knowledge of:

enterprise products and services

compliance requirements

performance targets

meet agreed standards of contact

use technology, which may be modified for use by people with a disability.

Context of and specific resources for assessment

Assessment must ensure access to:

IT and telecommunications equipment

workplace information and data

performance management records and data

quality assurance guidelines and call/contact guides.

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:

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

direct observation during contact (may be done by double jacking on telephone system)

review of documentation of performance against targets

review of quality assurance feedback

review of accuracy of data and record entry

oral and/or written questioning to assess knowledge of the enterprise, legislative and regulatory requirements, and products and services

observation of practical demonstration of sourcing required information.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO301B Use multiple information systems

BSBCUS301B Deliver and monitor a service to customers.

Required Skills and Knowledge

Required skills

communication skills to articulate effectively over the required channels

customer service skills to deliver required level and quality of customer service

interpersonal and communication skills to:

establish rapport and build relationships with customers from a range of backgrounds

handle difficult customers

listen and question to understand and clarify the needs of customers

use clear, simple and easy to understand language

numeracy skills to analyse, calculate and validate data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

manage stress

seek learning and development opportunities

time-management skills to handle peak periods of activity in a positive and enthusiastic manner.

Required knowledge

operational environment – customer base, company products and services

organisational communication channels

organisational performance and customer service expectations

organisational policies, procedures, protocols and guidelines, including financial delegation policy

principles of customer service

stress and time-management techniques

technology and systems.

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, if used in the performance criteria, is detailed below. 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) may also be included.

Customer contactmay include:

email and other electronic communications

facetoface

facsimile

internal, external and outsourced customers

letter

telephone.

Contact guides or scriptsmay relate to:

contact-closing technique

contact flow

features and benefits of product or service

greeting etiquette

pricing

regulatory, legislative and organisational requirements.

Sources of informationmay include:

brochures and pamphlets

campaign briefs

internet and intranet

instruction or product manuals.

Product and service expertisemay include:

knowledge of the features and functions of:

goods, products and services

ideas

infrastructure

private and public sets of benefits.

Enterprise policies and proceduresmay include:

adherence to scheduling

financial and decision-making delegations

referral and escalation paths

scope of the services to be provided.

Equipment and systemsmay include:

computer and telecommunications equipment, which may be modified for use by people with a disability

information management systems

workflow management systems.

Technologymay include:

multichannel communication, including:

computer equipment

telecommunications equipment.

Responding appropriatelymay include:

recording details in enterprise systems

discussing, agreeing and recording supply arrangements with customers

discussing and agreeing on payment options with customers

conducting a credit check.

Customer retention optionsmay include:

loyalty programs or incentives

offering value-added services or products

recontracting

special offers as determined by the enterprise from time to time.

Outsource environmentmay include customer contact environment:

servicing customers of another enterprise or business unit by agreement

taking contacts for multiple enterprises

taking overflow calls for another enterprise.

Organisational regulations and standardsmay include:

Consumer Credit Code

Do Not Call Register

equal employment opportunity and antidiscrimination legislation

freedom of information

industry-specific codes, regulations and legislation

occupational health and safety legislation

Privacy Act

Trade Practices Act/Competition and Consumer Act