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Evidence Guide: BSBCUS201 - Deliver a service to customers

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

 

BSBCUS201 - Deliver a service to customers

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

Establish contact with customers

  1. Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements
  2. Maintain personal dress and presentation in line with organisational requirements
  3. Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
  4. Maintain sensitivity to customer specific needs and any cultural, family and individual differences
  5. Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements
Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain personal dress and presentation in line with organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain sensitivity to customer specific needs and any cultural, family and individual differences

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify customer needs

  1. Use appropriate questioning and active listening to determine customer needs
  2. Assess customer needs for urgency to identify priorities for service delivery
  3. Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s
  4. Identify personal limitations in addressing customer needs and seek assistance from designated persons where required
Use appropriate questioning and active listening to determine customer needs

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assess customer needs for urgency to identify priorities for service delivery

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify personal limitations in addressing customer needs and seek assistance from designated persons where required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Deliver service to customers

  1. Provide prompt customer service to meet identified needs according to organisational requirements
  2. Provide information regarding problems and delays, and followup within appropriate timeframes as necessary
  3. Communicate with customers in a clear, concise and courteous manner
  4. Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible
Provide prompt customer service to meet identified needs according to organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide information regarding problems and delays, and followup within appropriate timeframes as necessary

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate with customers in a clear, concise and courteous manner

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Process customer feedback

  1. Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements
  2. Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements
  3. Identify any unmet customer needs and discuss suitability of other products/services
  4. Support customers to make contact with other services according to organisational policies and procedures
Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify any unmet customer needs and discuss suitability of other products/services

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Support customers to make contact with other services according to organisational policies and procedures

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 Establish contact with customers

1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements

1.2 Maintain personal dress and presentation in line with organisational requirements

1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences

1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

2 Identify customer needs

2.1 Use appropriate questioning and active listening to determine customer needs

2.2 Assess customer needs for urgency to identify priorities for service delivery

2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required

3 Deliver service to customers

3.1 Provide prompt customer service to meet identified needs according to organisational requirements

3.2 Provide information regarding problems and delays, and followup within appropriate timeframes as necessary

3.3 Communicate with customers in a clear, concise and courteous manner

3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible

4 Process customer feedback

4.1 Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements

4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements

4.3 Identify any unmet customer needs and discuss suitability of other products/services

4.4 Support customers to make contact with other services according to organisational policies and procedures

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 Establish contact with customers

1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements

1.2 Maintain personal dress and presentation in line with organisational requirements

1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences

1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

2 Identify customer needs

2.1 Use appropriate questioning and active listening to determine customer needs

2.2 Assess customer needs for urgency to identify priorities for service delivery

2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required

3 Deliver service to customers

3.1 Provide prompt customer service to meet identified needs according to organisational requirements

3.2 Provide information regarding problems and delays, and followup within appropriate timeframes as necessary

3.3 Communicate with customers in a clear, concise and courteous manner

3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible

4 Process customer feedback

4.1 Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements

4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements

4.3 Identify any unmet customer needs and discuss suitability of other products/services

4.4 Support customers to make contact with other services according to organisational policies and procedures