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Evidence Guide: CPPCMN3006 - Provide effective client 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!

From the Wiki University

 

CPPCMN3006 - Provide effective client service

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

Identify and confirm client needs.

  1. Client is greeted according to company requirements and initial information regarding required products or services is obtained.
  2. Client requests are analysed and confirmed with client or others where necessary.
  3. Personal limitations are identified while assessing client needs, and assistance is sought from others where required according to company requirements.
Client is greeted according to company requirements and initial information regarding required products or services is obtained.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client requests are analysed and confirmed with client or others where necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal limitations are identified while assessing client needs, and assistance is sought from others where required according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm agreed products or services.

  1. Current sales brochures and product or service information are provided to client according to company requirements.
  2. Product or service features and benefits are communicated to client according to company requirements and established communication channels.
  3. Client requests for further information or explanation are responded to accurately and clearly.
  4. Agreement to provide product or service is established with client, and service level agreement, including costs and timelines, and legislative requirements, are discussed and agreed with client according to company requirements.
Current sales brochures and product or service information are provided to client according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Product or service features and benefits are communicated to client according to company requirements and established communication channels.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client requests for further information or explanation are responded to accurately and clearly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agreement to provide product or service is established with client, and service level agreement, including costs and timelines, and legislative requirements, are discussed and agreed with client according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver products or services to client.

  1. Human resources required to provide agreed client products or services are identified, briefed and coordinated.
  2. Client products or services are provided within agreed timelines and according to company requirements.
  3. Requests to provide products or services outside agreed client service agreement are directed to designated personnel and actioned as required.
  4. Alternative arrangements are negotiated with clients when commitments cannot be met, according to workplace procedures and company requirements.
Human resources required to provide agreed client products or services are identified, briefed and coordinated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client products or services are provided within agreed timelines and according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Requests to provide products or services outside agreed client service agreement are directed to designated personnel and actioned as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Alternative arrangements are negotiated with clients when commitments cannot be met, according to workplace procedures and company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to client feedback.

  1. Client feedback is received and responded to within agreed timelines and according to company customer service standards and service requirements.
  2. Opportunities to improve product or service delivery are identified and discussed with designated personnel.
  3. Complaintsare received and responded to within specified timeframes according to company complaints handling procedures.
  4. Improvements to product or service delivery are communicated to clients.
Client feedback is received and responded to within agreed timelines and according to company customer service standards and service requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to improve product or service delivery are identified and discussed with designated personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complaintsare received and responded to within specified timeframes according to company complaints handling procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improvements to product or service delivery are communicated to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify and confirm client needs.

1.1.

Client is greeted according to company requirements and initial information regarding required products or services is obtained.

1.2.

Client requests are analysed and confirmed with client or others where necessary.

1.3.

Personal limitations are identified while assessing client needs, and assistance is sought from others where required according to company requirements.

2.

Confirm agreed products or services.

2.1.

Current sales brochures and product or service information are provided to client according to company requirements.

2.2.

Product or service features and benefits are communicated to client according to company requirements and established communication channels.

2.3.

Client requests for further information or explanation are responded to accurately and clearly.

2.4.

Agreement to provide product or service is established with client, and service level agreement, including costs and timelines, and legislative requirements, are discussed and agreed with client according to company requirements.

3.

Deliver products or services to client.

3.1.

Human resources required to provide agreed client products or services are identified, briefed and coordinated.

3.2.

Client products or services are provided within agreed timelines and according to company requirements.

3.3.

Requests to provide products or services outside agreed client service agreement are directed to designated personnel and actioned as required.

3.4.

Alternative arrangements are negotiated with clients when commitments cannot be met, according to workplace procedures and company requirements.

4.

Respond to client feedback.

4.1.

Client feedback is received and responded to within agreed timelines and according to company customer service standards and service requirements.

4.2.

Opportunities to improve product or service delivery are identified and discussed with designated personnel.

4.3.

Complaintsare received and responded to within specified timeframes according to company complaints handling procedures.

4.4.

Improvements to product or service delivery are communicated to clients.

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify and confirm client needs.

1.1.

Client is greeted according to company requirements and initial information regarding required products or services is obtained.

1.2.

Client requests are analysed and confirmed with client or others where necessary.

1.3.

Personal limitations are identified while assessing client needs, and assistance is sought from others where required according to company requirements.

2.

Confirm agreed products or services.

2.1.

Current sales brochures and product or service information are provided to client according to company requirements.

2.2.

Product or service features and benefits are communicated to client according to company requirements and established communication channels.

2.3.

Client requests for further information or explanation are responded to accurately and clearly.

2.4.

Agreement to provide product or service is established with client, and service level agreement, including costs and timelines, and legislative requirements, are discussed and agreed with client according to company requirements.

3.

Deliver products or services to client.

3.1.

Human resources required to provide agreed client products or services are identified, briefed and coordinated.

3.2.

Client products or services are provided within agreed timelines and according to company requirements.

3.3.

Requests to provide products or services outside agreed client service agreement are directed to designated personnel and actioned as required.

3.4.

Alternative arrangements are negotiated with clients when commitments cannot be met, according to workplace procedures and company requirements.

4.

Respond to client feedback.

4.1.

Client feedback is received and responded to within agreed timelines and according to company customer service standards and service requirements.

4.2.

Opportunities to improve product or service delivery are identified and discussed with designated personnel.

4.3.

Complaintsare received and responded to within specified timeframes according to company complaints handling procedures.

4.4.

Improvements to product or service delivery are communicated to clients.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria and foundation skills of this unit.

The person must also provide a service to two different clients within the agreed service level agreement, in which the work must include:

clarifying client needs and expectations and communicating the features and benefits of one product or service to each client verbally or in writing

confirming and coordinating human resource requirements for the task

responding verbally or in writing to one question from each client

confirming the services to be provided to the client verbally or in writing, including service costs and timelines for service provision

delivering agreed service to client within agreed timelines

responding accurately and positively to one client complaint according to company’s complaints handling procedures.

A person demonstrating competency in this unit must demonstrate knowledge of:

communication techniques for establishing and building client rapport

company expectations for maintaining personal presentation standards, including:

cleanliness and tidiness of own work space

codes of conduct

dress code

company standards relating to customer service standards and providing effective client services, including complaints handling procedures

key requirements of consumer protection legislation, regulations and codes of practice relating to providing client service, including:

Competition and Consumer Act

Privacy Act

processes for accessing company products and services, including accessing:

company databases

manufacturer specifications and information

product brochures

key features of effective negotiation processes and techniques

range of company products and services available, including their features and benefits, and ways to communicate them to different clients.