NTISthis.com

Evidence Guide: BSBCMN410A - Coordinate implementation of customer service strategies

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

 

BSBCMN410A - Coordinate implementation of customer service strategies

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

Advise on customer service needs

  1. Customer service needs are clarified and accurately assessed using appropriate communication techniques
  2. Problems matching service delivery to customers are diagnosed and options for improved service are developed within organisational requirements
  3. Advice is relevant, constructive and promotes the improvement of customer service delivery
  4. Business technology is used to structure and present information on customer service needs
Customer service needs are clarified and accurately assessed using appropriate communication techniques

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Problems matching service delivery to customers are diagnosed and options for improved service are developed within organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advice is relevant, constructive and promotes the improvement of customer service delivery

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Business technology is used to structure and present information on customer service needs

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Support implementation of customer service strategies

  1. Customer service strategies and opportunities are promoted to designated individuals and groups
  2. Available budget resources are identified and allocated to fulfil customer service objectives
  3. Procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements
  4. Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards
  5. Decisions to implement strategies are taken in consultation with designated individuals and groups
Customer service strategies and opportunities are promoted to designated individuals and groups

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Available budget resources are identified and allocated to fulfil customer service objectives

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Decisions to implement strategies are taken in consultation with designated individuals and groups

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Evaluate and report on customer service

  1. Client satisfaction with service delivery is reviewed using verifiable data in accordance with organisational requirements
  2. Changes necessary to maintain service standards are identified and reported to designated groups and individuals
  3. Conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies
  4. Systems, records and reporting procedures are maintained to compare changes in customer satisfaction
Client satisfaction with service delivery is reviewed using verifiable data in accordance with organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Changes necessary to maintain service standards are identified and reported to designated groups and individuals

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Systems, records and reporting procedures are maintained to compare changes in customer satisfaction

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.

Critical Aspects of Evidence

Identifying needs and priorities of the organisation in delivering services to customers

Distinguishing between different levels of customer satisfaction

Providing constructive advice on customer service practices

Responding to and reporting on customer feedback

Designing strategies to improve delivery of products and services

Underpinning Knowledge*

* At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts.

The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

Understanding the principles of customer services

Understanding the organisation's business structure, products and services

Understanding the organisation's policy and procedures for customer service including handling customer complaints

Knowledge of product and service standards and best practice models

Knowledge of common problems relating to customer service

Understanding consultation methods, techniques and protocols

Knowledge of techniques for dealing with customers with special needs

Underpinning Skills

Planning skills to develop implementation schedules

Evaluation skills to assess effectiveness of customer service strategies

Literacy skills to interpret a variety of texts; prepare information and papers; write formal and informal letters according to target audience

Interpersonal skills to relate effectively to people from a range of social, cultural and ethnic backgrounds

Technology skills including the ability to select and use technology appropriate to a task

Problem solving skills to diagnose organisational problems relating to customer services

Report writing skills to provide recommendations for the enhancement of products or services

Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Context/s of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting, analysing and organising information - (Level 2) to monitor and report on customer services

Communicating ideas and information - (Level 2) on products and services

Planning and organising activities -(Level 2) to enhance products and services

Working with teams and others - (Level 2) in completing scheduled tasks

Using mathematical ideas and techniques -(Level 2) to determine service or product costs

Solving problems - (Level 2) to respond to customer enquiries or complaints

Using technology - (Level 2) to complete allocated tasks

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.

Critical Aspects of Evidence

Identifying needs and priorities of the organisation in delivering services to customers

Distinguishing between different levels of customer satisfaction

Providing constructive advice on customer service practices

Responding to and reporting on customer feedback

Designing strategies to improve delivery of products and services

Underpinning Knowledge*

* At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts.

The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

Understanding the principles of customer services

Understanding the organisation's business structure, products and services

Understanding the organisation's policy and procedures for customer service including handling customer complaints

Knowledge of product and service standards and best practice models

Knowledge of common problems relating to customer service

Understanding consultation methods, techniques and protocols

Knowledge of techniques for dealing with customers with special needs

Underpinning Skills

Planning skills to develop implementation schedules

Evaluation skills to assess effectiveness of customer service strategies

Literacy skills to interpret a variety of texts; prepare information and papers; write formal and informal letters according to target audience

Interpersonal skills to relate effectively to people from a range of social, cultural and ethnic backgrounds

Technology skills including the ability to select and use technology appropriate to a task

Problem solving skills to diagnose organisational problems relating to customer services

Report writing skills to provide recommendations for the enhancement of products or services

Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Context/s of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting, analysing and organising information - (Level 2) to monitor and report on customer services

Communicating ideas and information - (Level 2) on products and services

Planning and organising activities -(Level 2) to enhance products and services

Working with teams and others - (Level 2) in completing scheduled tasks

Using mathematical ideas and techniques -(Level 2) to determine service or product costs

Solving problems - (Level 2) to respond to customer enquiries or complaints

Using technology - (Level 2) to complete allocated tasks

Required Skills and Knowledge

Not applicable.

Range Statement

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Customer needs may relate to:

advice or general information

specific information

further information

making an appointment

complaints

purchasing organisation's products and services

returning organisation's products and services

accuracy of information

fairness/politeness

prices/value

Communication techniques may include:

consultation methods, techniques and protocols

analysing customer satisfaction surveys

conducting interviews

questioning

summarising and paraphrasing

seeking feedback to confirm understanding

making recommendations

obtaining management decisions

analysing quality assurance data

Customers can be:

internal or external

other agencies

individual members of the organisation

corporate customers

individual members of the public

Organisational requirements may include:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

Occupational Health and Safety policies, procedures and programs

confidentiality and security requirements

anti-discrimination and related policy

access and equity principles and practice

ethical standards

quality and continuous improvement processes and standards

defined resource parameters

who is responsible for products or services

pricing and discount policies

replacement and refund policy and procedures

payment and delivery options

Business technology may include:

photocopier

computer

printer

binder

shredder

answering machine

fax machine

telephone

Designated individuals and groups may include:

supervisor

customers

colleagues

external organisation

committee

line management

Procedures to resolve customer difficulties may include:

using conflict management techniques

refund of monies

item replacement

referrals to supervisor

review of products or services

external agencies (eg Ombudsman)

Customer complaints may include:

damaged goods or goods not delivered

administrative errors such as incorrect invoices or prices

warehouse or store room errors such as incorrect product delivered

service errors

delivery errors

products not delivered on time

customer satisfaction with service quality

Coaching and mentoring assistance may include:

providing feedback to another team member

fair and ethical practice

non-discriminatory processes and activities

respecting the contribution of all participants and giving credit for achievements

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

Customer service strategies may include:

delivery times

price offers

product/service availability

product/refund guarantees

merchandise characteristics

courtesy/politeness

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Customer needs may relate to:

advice or general information

specific information

further information

making an appointment

complaints

purchasing organisation's products and services

returning organisation's products and services

accuracy of information

fairness/politeness

prices/value

Communication techniques may include:

consultation methods, techniques and protocols

analysing customer satisfaction surveys

conducting interviews

questioning

summarising and paraphrasing

seeking feedback to confirm understanding

making recommendations

obtaining management decisions

analysing quality assurance data

Customers can be:

internal or external

other agencies

individual members of the organisation

corporate customers

individual members of the public

Organisational requirements may include:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

Occupational Health and Safety policies, procedures and programs

confidentiality and security requirements

anti-discrimination and related policy

access and equity principles and practice

ethical standards

quality and continuous improvement processes and standards

defined resource parameters

who is responsible for products or services

pricing and discount policies

replacement and refund policy and procedures

payment and delivery options

Business technology may include:

photocopier

computer

printer

binder

shredder

answering machine

fax machine

telephone

Designated individuals and groups may include:

supervisor

customers

colleagues

external organisation

committee

line management

Procedures to resolve customer difficulties may include:

using conflict management techniques

refund of monies

item replacement

referrals to supervisor

review of products or services

external agencies (eg Ombudsman)

Customer complaints may include:

damaged goods or goods not delivered

administrative errors such as incorrect invoices or prices

warehouse or store room errors such as incorrect product delivered

service errors

delivery errors

products not delivered on time

customer satisfaction with service quality

Coaching and mentoring assistance may include:

providing feedback to another team member

fair and ethical practice

non-discriminatory processes and activities

respecting the contribution of all participants and giving credit for achievements

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

Customer service strategies may include:

delivery times

price offers

product/service availability

product/refund guarantees

merchandise characteristics

courtesy/politeness