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Evidence Guide: BSBCUE308 - Conduct outbound 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

 

BSBCUE308 - Conduct outbound customer engagement

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

Prepare for outbound engagement

  1. Identify engagement details and apply a clear understanding of organisational policies and procedures
  2. Obtain and study product and service details relating to customer engagement
  3. Study prepared engagement guides or scripts
  4. Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team
  5. Develop proficiency with equipment and systems to effectively and efficiently manage engagement
  6. Clarify details as required with relevant manager
Identify engagement details and apply a clear understanding of organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain and study product and 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 or service expertise, or discuss requirements with team

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 manager

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct outbound engagement

  1. Greet customer according to organisational protocol and in a manner that encompasses cultural diversity
  2. Use engagement guide efficiently to conduct the engagement
  3. Answer enquiries and negotiate with customers according to policy
  4. Escalate enquiries that cannot be satisfied immediately
  5. Conduct engagement closure according to policy
Greet customer according to organisational protocol and in a manner that encompasses cultural diversity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use engagement guide efficiently to conduct the engagement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer enquiries and negotiate with customers according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate enquiries that cannot be satisfied immediately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct engagement closure according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange provision of product or service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond appropriately to customer requirements and identify relevant options

  1. Select appropriate product or service in consultation with customer
  2. Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer
  3. Consider customer retention options that can be applied to engagement
  4. Use clear, simple and easy-to-understand language and ensure responses are comprehensive
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:

 

 

 

 

 

 

 

Manage customer engagement

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt to 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 follow-up information to customer as required and in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe relevant legislation, codes, regulations and standards throughout transaction

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 outbound engagement

1.1 Identify engagement details and apply a clear understanding of organisational policies and procedures

1.2 Obtain and study product and service details relating to customer engagement

1.3 Study prepared engagement guides or scripts

1.4 Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team

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

1.6 Clarify details as required with relevant manager

2 Conduct outbound engagement

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

2.2 Use engagement guide efficiently to conduct the engagement

2.3 Answer enquiries and negotiate with customers according to policy

2.4 Escalate enquiries that cannot be satisfied immediately

2.5 Conduct engagement closure according to policy

3 Arrange provision of product or service

3.1Respond 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 Manage customer engagement

4.1 Record details of engagement according to policy

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

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

4.4 Escalate enquiries or orders that cannot be satisfied immediately

4.5 Supply follow-up information to customer as required and in a timely manner

4.6 Observe relevant legislation, codes, regulations and standards throughout transaction

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 outbound engagement

1.1 Identify engagement details and apply a clear understanding of organisational policies and procedures

1.2 Obtain and study product and service details relating to customer engagement

1.3 Study prepared engagement guides or scripts

1.4 Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team

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

1.6 Clarify details as required with relevant manager

2 Conduct outbound engagement

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

2.2 Use engagement guide efficiently to conduct the engagement

2.3 Answer enquiries and negotiate with customers according to policy

2.4 Escalate enquiries that cannot be satisfied immediately

2.5 Conduct engagement closure according to policy

3 Arrange provision of product or service

3.1Respond 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 Manage customer engagement

4.1 Record details of engagement according to policy

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

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

4.4 Escalate enquiries or orders that cannot be satisfied immediately

4.5 Supply follow-up information to customer as required and in a timely manner

4.6 Observe relevant legislation, codes, regulations and standards throughout transaction