NTISthis.com

Evidence Guide: BSBCUS402 - Address customer needs

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

 

BSBCUS402 - Address customer needs

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

Assist customer to articulate needs

  1. Ensure customer needs are fully explored, understood and agreed
  2. Explain and match available services and products to customer needs
  3. Identify and communicate rights and responsibilities of customers to the customer as appropriate
Ensure customer needs are fully explored, understood and agreed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain and match available services and products to customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and communicate rights and responsibilities of customers to the customer as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy complex customer needs

  1. Explain possibilities for meeting customer needs
  2. Assist customers to evaluate service and/or product options to satisfy their needs
  3. Determine and prioritise preferred actions
  4. Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
Explain possibilities for meeting customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers to evaluate service and/or product options to satisfy their needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and prioritise preferred actions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage networks to ensure customer needs are addressed

  1. Establish effective regular communication with customers
  2. Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
  3. Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable
  4. Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
  5. Maintain records of customer interaction in accordance with organisational procedures
Establish effective regular communication with customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain records of customer interaction in accordance with organisational 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 Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate

2 Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

3 Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational 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 Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate

2 Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

3 Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational procedures

Evidence of the ability to:

communicate effectively with customers including

helping customers to articulate their needs and evaluate options

explaining products/services and how they match customer needs

establishing regular communication

explaining customer rights and responsibilities

address customer’s needs

use organisational procedures to document customer satisfaction

develop and maintain networks to support meeting customer needs

identify potential difficulties in meeting customer needs and taking appropriate action.

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:

explain organisational procedures and standards for establishing and maintaining customer service relationships

describe informed consent

explain consumer rights and responsibilities

describe ways to establish effective regular communication with customers

outline details of products or services including with reference to:

possible alternative products and services

variations within a limited product and service range.