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Evidence Guide: BSBCUS201A - 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

 

BSBCUS201A - 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 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 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 follow-up 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 follow-up 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 requirements
  2. Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures
  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 requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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

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 following is essential:

demonstrating all stages of customer service interactions

responding to customer feedback

demonstrating a range of interpersonal skills

knowledge of relevant legislation.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of customer complaints and policies relating to customer service.

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 on-the-job performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of customer service and communication techniques

review of information provided to customers about problems and delays, and customer follow-up

review of documentation recording feedback and communication between customers and the organisation.

Guidance information for assessment

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

sales units

other customer service units.

Required Skills and Knowledge

Required skills

communication skills to convey meaning clearly, concisely and coherently

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

literacy skills to communicate with customers and to develop required product knowledge

numeracy skills to interpret customer requirements and to meet customer needs

problem-solving skills to deal with customer enquiries or complaints.

Required knowledge

key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

organisational policies and procedures relating to customer service and the customer service process.

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.

Customers may include:

contacts from other organisations

external customers

internal customers

members of the public

patients

service users

Organisational requirements may include:

access and equity principles and practice

anti-discrimination and related policy

following OHS procedures for dealing with customers

legal and organisational policies, guidelines and requirements

quality and continuous improvement processes and standards

quality assurance and/or procedures manual

Interpersonal skills may include:

listening actively to what the customer is communicating

providing an opportunity for the customer to confirm their request

questioning to clarify and confirm customer needs

seeking feedback from the customer to confirm understanding of needs

summarising and paraphrasing to check understanding of customer's message

using appropriate body language

Designated persons may include:

manager, supervisor or team leader

more experienced personnel with specific knowledge or information

staff from other work areas with particular product or service knowledge

Opportunities may include:

advice about warranties, guarantees or support services

packaging options

pricing options

procedures for delivery of goods or service

provision of product knowledge

systems for recording complaints

Customer feedback may be about:

damaged goods or delivery problems

delays

invoicing errors

quality of customer service

quality of service provision