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Evidence Guide: BSBCUE203 - Conduct customer engagement

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

 

BSBCUE203 - Conduct customer engagement

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

Prepare for customer engagement

  1. Obtain and study product or service details relating to customer engagement
  2. Study prepared engagement guides or scripts
  3. Locate sources of information that may be required to develop product and service expertise
  4. Develop an 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 engagement
  6. Clarify details as required with relevant personnel
Obtain and study product or service details relating to customer engagement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Study prepared engagement 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 an 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 engagement

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 encompass cultural diversity
  3. Establish and clarify customer needs
  4. Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and 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 engagement 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 encompass 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 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 engagement escalation policy, timeframes, business rules and practices, and in line with customer expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange provision of 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 engagement
  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 engagement

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 engagement 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 engagement 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

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Prepare for customer engagement

1.1 Obtain and study product or service details relating to customer engagement

1.2 Study prepared engagement guides or scripts

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

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

1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement

1.6 Clarify details as required with relevant personnel

2 Provide quality service in response to customer queries

2.1 Use technology to respond to customer queries

2.2 Greet customer according to enterprise protocol and encompass cultural diversity

2.3 Establish and clarify customer needs

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

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

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

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

3 Arrange provision of product or service

3.1 Respond appropriately to customer requirements and identify relevant options

3.2 Select appropriate product or service in consultation with customer

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

3.4 Consider customer retention options that can be applied to engagement

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

4 Respond to customer enquiries

4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.2 Escalate enquiries or orders that cannot be satisfied immediately

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

4.4 Observe organisational regulations and standards throughout transaction

4.5 Record details of engagement according to policy

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

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Prepare for customer engagement

1.1 Obtain and study product or service details relating to customer engagement

1.2 Study prepared engagement guides or scripts

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

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

1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement

1.6 Clarify details as required with relevant personnel

2 Provide quality service in response to customer queries

2.1 Use technology to respond to customer queries

2.2 Greet customer according to enterprise protocol and encompass cultural diversity

2.3 Establish and clarify customer needs

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

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

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

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

3 Arrange provision of product or service

3.1 Respond appropriately to customer requirements and identify relevant options

3.2 Select appropriate product or service in consultation with customer

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

3.4 Consider customer retention options that can be applied to engagement

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

4 Respond to customer enquiries

4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.2 Escalate enquiries or orders that cannot be satisfied immediately

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

4.4 Observe organisational regulations and standards throughout transaction

4.5 Record details of engagement according to policy

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