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Evidence Guide: CPPCMN2004 - Provide basic client services

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

 

CPPCMN2004 - Provide basic client services

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

Identify client needs.

  1. Greet client courteously and follow organisational client-service standards.
  2. Communicate clearly during client contact.
  3. Identify and confirm client needs.
  4. Confirm agreed timeframes and commitments with client.
  5. Provide client with product and service information.
Greet client courteously and follow organisational client-service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate clearly during client contact.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and confirm client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm agreed timeframes and commitments with client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide client with product and service information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver services to client.

  1. Deliver services specified by client.
  2. Verify with client that services have been delivered and meet client expectations and required workplace standards.
  3. Complete required workplace documentation.
Deliver services specified by client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Verify with client that services have been delivered and meet client expectations and required workplace standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete required workplace documentation.

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.

Identify client needs.

1.1

Greet client courteously and follow organisational client-service standards.

1.2

Communicate clearly during client contact.

1.3

Identify and confirm client needs.

1.4

Confirm agreed timeframes and commitments with client.

1.5

Provide client with product and service information.

2.

Deliver services to client.

2.1

Deliver services specified by client.

2.2

Verify with client that services have been delivered and meet client expectations and required workplace standards.

2.3

Complete required workplace documentation.

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.

Identify client needs.

1.1

Greet client courteously and follow organisational client-service standards.

1.2

Communicate clearly during client contact.

1.3

Identify and confirm client needs.

1.4

Confirm agreed timeframes and commitments with client.

1.5

Provide client with product and service information.

2.

Deliver services to client.

2.1

Deliver services specified by client.

2.2

Verify with client that services have been delivered and meet client expectations and required workplace standards.

2.3

Complete required workplace documentation.

A person who demonstrates competency in this unit must provide effective client services to:

two different clients with two different service requirements.

Performance must include:

effectively communicating with clients;

understanding of basic communications methods; and

addressing client’s needs.

A person demonstrating competency in this unit must identify:

workplace requirements for undertaking all aspects of providing effective customer service, including;

methods to greet clients, identify and confirm needs, timeframes and commitments

key features of effective communication with clients

workplace procedures for:

communicating clearly and effectively with clients

dealing with client’s complaints or comments

communicating and clarifying work requirements with supervisor, team members or client

notifying supervisor, team members or client of work completion; verbal

communication in person or by phone, written communication including hard copy

cleaning schedules, text or electronic form

reporting incidents; accidents and injury, damage to or breakages in the cleaning area or cleaning equipment, theft and threats to personal security

Range Statement

Not Applicable