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Evidence Guide: BSBCUS301B - 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!

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BSBCUS301B - 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. Useappropriate interpersonal skillsto accurately identify and clarifycustomer needs and expectations
  2. Assess customer needs for urgency to determine priorities for service delivery according toorganisational requirements
  3. Useeffective communicationto 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 fromdesignated individuals
Useappropriate interpersonal skillsto accurately identify and clarifycustomer needs and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess customer needs for urgency to determine priorities for service delivery according toorganisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Useeffective communicationto 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 fromdesignated individuals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver a service to customers

  1. Provide prompt service to customers to meet identified needs in accordance with organisational requirements
  2. Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
  3. Sensitively and courteously handlecustomer complaintsin accordance with organisational requirements
  4. Provide assistance or respond to customers withspecific needsaccording to organisational requirements
  5. Identify and use availableopportunitiesto promote and enhance services and products to customers
Provide prompt service to customers to meet identified needs in accordance with organisational 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 handlecustomer complaintsin accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance or respond to customers withspecific needsaccording to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use availableopportunitiesto 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 usingverifiable evidenceaccording to organisational requirements
  2. Identify opportunities to enhance the quality of service and products, and pursue within organisational 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 usingverifiable evidenceaccording to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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:

identifying needs and priorities of customers

distinguishing between different levels of customer satisfaction

treating customers with courtesy and respect

responding to and reporting on, customer feedback

knowledge of organisational policy and procedures for customer service.

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

examples of documents relating to customer service standards and policies.

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 onthejob performance by the candidate

review of reports on customer service delivery

analysis of responses to case studies and scenarios

demonstration of techniques

oral or written questioning to assess knowledge of customer service strategies.

Guidance information for assessment

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

Required Skills and Knowledge

Required skills

analytical skills to identify trends and positions of products and services

communication skills to monitor and advise on customer service strategies

literacy skills to:

edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

prepare general information and papers according to target audience

read and understand a variety of texts

problemsolving skills to deal with customer enquiries or complaints

technology skills to select and use technology appropriate to a task

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities.

Required knowledge

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

financial legislation

occupational health and safety (OHS)

organisational policy and procedures for customer service including handling customer complaints

service standards and best practice models

public relations and product promotion

techniques for dealing with customers, including customers with specific needs.

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.

Appropriate interpersonal skillsmay 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 message

using appropriate body language.

Customersmay include:

corporate customers

individual members of the organisation

individual members of the public

internal or external

other agencies.

Customer needs and expectationsmay include:

accuracy of information

advice or general information

complaints

fairness/politeness

further information

making an appointment

prices/value

purchasing organisation’s products and services

returning organisation’s products and services

specific information.

Organisational requirementsmay include:

access and equity principles and practice

antidiscrimination and related policy

defined resource parameters

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

OHS policies, procedures and programs

payment and delivery options

pricing and discount policies

quality and continuous improvement processes and standards

quality assurance and/or procedures manuals

replacement and refund policy and procedures

who is responsible for products or services.

Effective communicationmay include:

giving customers full attention

maintaining eye contact, except where eye contact may be culturally inappropriate

speaking clearly and concisely

using active listening techniques

using appropriate language and tone of voice

using clear written information/communication

using nonverbal communication e.g. body language, personal presentation (for facetoface interactions)

using open and/or closed questions.

Designated individualsmay include:

colleagues

customers

line management

supervisor.

Customer complaintsmay include:

administrative errors such as incorrect invoices or prices

customer satisfaction with service quality

damaged goods or goods not delivered

delivery errors

product not delivered on time

service errors

warehouse or store room errors such as incorrect product delivered.

Specific needsof customersmay relate to:

age

beliefs/values

culture

disability

gender

language

religious/spiritual observances.

Opportunitiesto promote and enhance services and products may include:

extending time lines

packaging procedures

procedures for delivery of goods

returns policy

system for recording complaints

updating customer service charter.

Verifiable evidencemay include:

customer satisfaction questionnaires

audit documentation and reports

quality assurance data

returned goods

lapsed customers

service calls

complaints.