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Evidence Guide: FNSCUS301A - Respond to customer enquiries

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

 

FNSCUS301A - Respond to customer enquiries

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

Obtain details of customer and nature of enquiry

  1. The nature of the enquiry is clarified and all details obtained
  2. A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed
  3. A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed
  4. If the enquiry can be answered directly, a response in accordance with organisational procedures is provided
  5. If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up
  6. Customer details are obtained
The nature of the enquiry is clarified and all details obtained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

If the enquiry can be answered directly, a response in accordance with organisational procedures is provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer details are obtained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research the information relevant to the enquiry

  1. Sources of information are identified so that an appropriate response can be provided within authority levels
  2. Information is obtained, organised and analysed to provide an accurate and satisfactory response
Sources of information are identified so that an appropriate response can be provided within authority levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is obtained, organised and analysed to provide an accurate and satisfactory response

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine a suitable response to the enquiry

  1. Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe
  2. Response is comprehensive, clear and delivered in the most appropriate form and within the agreed timeframe
Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Response is comprehensive, clear and delivered in the most appropriate form and within the agreed timeframe

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate information to the customer

  1. Written or oral responses are given in clear, simple, and easy to understand language
  2. Customer is treated courteously and an ongoing relationship is encouraged
  3. 4.3 Customer's special needs are considered and taken into account
  4. Any further queries from the customer are attended to promptly
  5. Checks and/or follow-up are undertaken to ensure that the response satisfies the customer’s needs
Written or oral responses are given in clear, simple, and easy to understand language

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is treated courteously and an ongoing relationship is encouraged

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

4.3 Customer's special needs are considered and taken into account

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Any further queries from the customer are attended to promptly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Checks and/or follow-up are undertaken to ensure that the response satisfies the customer’s needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update relevant records

  1. Information on the nature and frequency of enquiries is collected for evaluation
  2. Details of the enquiry are recorded as required by organisational procedures
Information on the nature and frequency of enquiries is collected for evaluation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of the enquiry are recorded as required by organisational procedures

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 ability to:

respond to a range of enquiries that satisfy the customer’s needs and achieve the company outcomes

consideration of, and adaptation to, any special needs of customers, including ethnic origin, religion, socio-economic status and demographic needs.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisational records, policies and procedures.

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:

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

simulated tasks involving preparation of reports from supplied data

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work.

Guidance information for assessment

Required Skills and Knowledge

Required skills

communication skills to:

determine and confirm customer requirements, using questioning and active listening as required

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

prepare responses to meet client enquiries

literacy skills to read documents and complete forms and transaction records accurately

numeracy and IT skills to:

access and use computer-based service systems

access and use internet information

problem solving skills to address customer service issues

organisational skills, including the ability to plan and sequence work

teamwork skills to work cooperatively with others

reading skills to:

read and understand relevant legislation, regulation and codes of practice

read and interpret client communications

read and interpret organisational procedures

writing skills to:

accurately record information

draft business letters and emails.

Required knowledge

company policy, procedures and requirements

customer service process (including dispute and conflict resolution)

privacy and confidentiality legislation and requirements

product/policy terms and conditions

relevant legislation and industry codes of practice.

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.

Nature of the enquiry may include:

initial enquiry about a product or service

enquiry about ongoing use of a product or services

complaint about an error

request for new product or service

claim against a policy

Scope of responsibility or authority areamay include:

job description or accountability area

regulatory requirements

relevant legislation

Sources of information may include:

company records

credit reference organisation

past history with the organisation or other organisations

organisation's policy and procedures manuals

legislation

Customer's special needs may include:

ethnic origin

religion

socio-economic status

age and sex