NTISthis.com

Evidence Guide: BSBCUS401 - Coordinate implementation of customer service strategies

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

 

BSBCUS401 - Coordinate implementation of customer service strategies

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

Advise on customer service needs

  1. Clarify and accurately assess customer needs using appropriate communication techniques
  2. Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
  3. Provide relevant and constructive advice to promote the improvement of customer service delivery
  4. Use business technology and/or online services to structure and present information on customer service needs
Clarify and accurately assess customer needs using appropriate communication techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide relevant and constructive advice to promote the improvement of customer service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use business technology and/or online services to structure and present information on customer service needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support implementation of customer service strategies

  1. Ensure customer service strategies and opportunities are promoted to designated individuals and groups
  2. Identify and allocate available budget resources to fulfil customer service objectives
  3. Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
  4. Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
Ensure customer service strategies and opportunities are promoted to designated individuals and groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and allocate available budget resources to fulfil customer service objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and report on customer service

  1. Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
  2. Identify and report changes necessary to maintain service standards to designated individuals and groups
  3. Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
  4. Maintain systems, records and reporting procedures to compare changes in customer satisfaction
Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and report changes necessary to maintain service standards to designated individuals and groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain systems, records and reporting procedures to compare changes in customer satisfaction

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 Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques

1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery

1.4 Use business technology and/or online services to structure and present information on customer service needs

2 Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups

2.2 Identify and allocate available budget resources to fulfil customer service objectives

2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

3 Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups

3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

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 Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques

1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery

1.4 Use business technology and/or online services to structure and present information on customer service needs

2 Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups

2.2 Identify and allocate available budget resources to fulfil customer service objectives

2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

3 Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups

3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

Evidence of the ability to:

identify the needs and priorities of the organisation in delivering services to customers

diagnose problems in delivery of customer service

respond to and report on customer feedback and complaints

review client satisfaction using verifiable data

consult and communicate effectively with relevant people

develop and implement strategies and methods to improve customer service delivery including:

budgeting

promotion to staff

documentation and follow up.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

outline the principles of customer service

explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction

explain the organisational business structure, products and services related to customer service

describe product and service standards and best practice models.