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Evidence Guide: BSBCUS403A - 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

 

BSBCUS403A - 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 in accordance with 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 in accordance with organisational standards, policies and procedures

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

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

Completed
Date:

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

Completed
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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:

identification of customer service system and standards with information about monitoring and support required to ensure compliance with standards

recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers

knowledge of customer service models.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace documents.

Method of assessment

The following assessment methods are appropriate for this unit:

analysis of responses to case studies and scenarios

assessment of written reports

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

observation of presentations

oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships

evaluation of documentation reviewing customer feedback

review of documentation identifying customer service problems

review of team and work activities plan.

Guidance information for assessment

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

BSBCUS401A Coordinate implementation of customer service strategies

BSBCUS402A Address customer needs.

Required Skills and Knowledge

Required skills

communication skills to explain the system and standards to the work team

language, literacy and numeracy skills to understand and interpret customer service standards to others, and to modify these standards as required

problem-solving skills and lateral thinking skills to address problems and to ensure service standards are met.

Required knowledge

detailed product or service knowledge

models of customer service

relevant organisational procedures and standards for customer service relationships.

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.

Customers may include:

customers with routine or special requests

internal and external customers

people from a range of social, cultural or ethnic backgrounds

people who may be unwell, drug affected or emotionally distressed

people with varying physical and mental abilities

regular and new customers

Organisational standards, policies and procedures may include:

continuous quality improvement cycle - plan/do/check/act

procedural manuals

product and service manuals, labels, instructions

quality systems, standards and guidelines

requirements for staff appearance and presentation

Customer service problems may include:

breakages or faults

damaged stock

delays in delivery of products or services

missing parts or components

poor service

provision of poor advice or information