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Evidence Guide: BSBCUS301 - Deliver and monitor 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

 

BSBCUS301 - Deliver and monitor a service to customers

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

Identify customer needs

  1. Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
  2. Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements
  3. Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
  4. Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver a service to customers

  1. Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements
  2. Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
  3. Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements
  4. Provide assistance or respond to customers with specific needs according to organisational and legislative requirements
  5. Identify and use available opportunities to promote and enhance services and products to customers
Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use available opportunities to promote and enhance services and products to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and report on service delivery

  1. Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements
  2. Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements
  3. Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
  4. Regularly seek customer feedback and use to improve the provision of products and services
  5. Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery
Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly seek customer feedback and use to improve the provision of products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

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 Identify customer needs

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements

1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

2 Deliver a service to customers

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements

2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3 Monitor and report on service delivery

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4 Regularly seek customer feedback and use to improve the provision of products and services

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

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 Identify customer needs

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements

1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

2 Deliver a service to customers

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements

2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3 Monitor and report on service delivery

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4 Regularly seek customer feedback and use to improve the provision of products and services

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery