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Evidence Guide: BSBCUS501C - Manage quality customer service

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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BSBCUS501C - Manage quality customer service

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

Plan to meet internal and external customer requirements

  1. Investigate, identify, assess, and include the needs ofcustomersin planning processes
  2. Ensure plans achieve thequality, time and cost specifications agreed with customers
Investigate, identify, assess, and include the needs ofcustomersin planning processes

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure plans achieve thequality, time and cost specifications agreed with customers

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure delivery of quality products and services

  1. Deliver products and services to customer specifications within organisation’s business plan
  2. Monitor team performance to consistently meet the organisation’s quality and delivery standards
  3. Assist colleagues to overcome difficulty in meeting customer service standards
Deliver products and services to customer specifications within organisation’s business plan

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor team performance to consistently meet the organisation’s quality and delivery standards

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assist colleagues to overcome difficulty in meeting customer service standards

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor, adjust and review customer service

  1. Develop and usestrategiesto monitor progress in achieving product and/or service targets and standards
  2. Develop and use strategies to obtain customer feedback to improve the provision of products and services
  3. . Develop, procure and useresourceseffectively to provide quality products and services to customers
  4. Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
  5. Manage records, reports and recommendations within the organisation’s systems and processes
Develop and usestrategiesto monitor progress in achieving product and/or service targets and standards

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop and use strategies to obtain customer feedback to improve the provision of products and services

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

. Develop, procure and useresourceseffectively to provide quality products and services to customers

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Manage records, reports and recommendations within the organisation’s systems and processes

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:

plans, policies or procedures for delivering quality customer service

demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

knowledge of techniques for solving complaints.

Context of and specific resources for assessment

Assessment must ensure:

access to appropriate documentation and resources normally used in the workplace.

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:

assessment of written reports

demonstration of techniques

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

observation of performance in role plays

evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards

review of strategies developed and used to monitor progress in achieving product and/or service targets and standards

review of records, reports and recommendations about managing customer service.

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:

coach and mentor staff and colleagues

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

deal with complex and non-routine difficulties

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

Australian consumer law

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

techniques for solving complaints including the principles and techniques involved in the management and organisation of:

customer behaviour

customer needs research

customer relations

ongoing product and/or service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring, managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback.

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.

Customersmay be:

Board members

clients, purchasers of services

coworkers, peers and fellow frontline managers

members of the general public who make contact with the organisation, such as prospective purchasers of services

potential funding bodies

supervisors

suppliers of goods and services and contractors providing goods and services.

Qualitymay refer to:

characteristics of a product, system, service or process that meet the requirements of customers and interested parties.

Products and servicesmay include:

either products or services

goods

ideas

infrastructure

private or public sets of benefits.

Strategiesmay refer to:

databases and other controls to record and compare data over time

electronic feedback mechanisms using intranet, internet and email

feedback forms and other devices to enable communication from customers

longterm or shortterm plans for monitoring achievement and evaluating effectiveness

policies and procedures

questionnaires, survey and interviews

training and development activities.

Resourcesmay include:

buildings/facilities

equipment

finance

information

people

power/energy

technology

time.