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Evidence Guide: BSBCUS403 - Implement customer service standards

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

 

BSBCUS403 - Implement customer service standards

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

Contribute to quality customer service standards

  1. Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures
  2. Make contributions to the development, refinement and improvement of customer service standards, policies and processes
Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make contributions to the development, refinement and improvement of customer service standards, policies and processes

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Implement customer service systems

  1. Encourage all personnel to consistently implement customer service systems
  2. Review customer feedback in consultation with appropriate personnel and analyse when improving work practices
  3. Identify customer service problems and make adjustments to ensure continued service quality
  4. Communicate adjustments in service delivery to all those involved, within appropriate timeframes
  5. Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards
Encourage all personnel to consistently implement customer service systems

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify customer service problems and make adjustments to ensure continued service quality

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate adjustments in service delivery to all those involved, within appropriate timeframes

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Implement team customer service standards

  1. Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience
  2. Identify resources required to undertake team tasks while meeting required customer service levels
Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify resources required to undertake team tasks while meeting required customer service levels

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 Contribute to quality customer service standards

1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures

1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes

2 Implement customer service systems

2.1 Encourage all personnel to consistently implement customer service systems

2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

2.3 Identify customer service problems and make adjustments to ensure continued service quality

2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes

2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards

3 Implement team customer service standards

3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience

3.2 Identify resources required to undertake team tasks while meeting required customer service levels

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 Contribute to quality customer service standards

1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures

1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes

2 Implement customer service systems

2.1 Encourage all personnel to consistently implement customer service systems

2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

2.3 Identify customer service problems and make adjustments to ensure continued service quality

2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes

2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards

3 Implement team customer service standards

3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience

3.2 Identify resources required to undertake team tasks while meeting required customer service levels

Evidence of the ability to:

access, interpret, apply and monitor customer service standards

demonstrate compliance with customer service system and standards

make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers

review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required

make adjustments to improve customer service procedures including:

identifying and responding to problems

communicating with and encouraging staff

coordinate and manage delivery of services and products to meet standards including:

planning and implementing team work activities

managing resources.

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:

have detailed product / service knowledge

explain the rights and responsibilities of customers and relevant consumer law

outline models of customer service

explain relevant organisational procedures and standards for customer service standards and relationships.