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Evidence Guide: FNSCUS403 - Deliver a professional service to customers

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

 

FNSCUS403 - Deliver a professional service to customers

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

Project positive organisational image

  1. Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction
  2. Follow organisation’s standards and philosophy regarding presentation at all times
Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow organisation’s standards and philosophy regarding presentation at all times

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs and expectations

  1. Clarify customers’ needs and expectations
  2. Identify and consider special requirements of customers when providing service
Clarify customers’ needs and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and consider special requirements of customers when providing service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer service

  1. Provide information based on knowledge of products and/or services to satisfy customer needs
  2. Source information if not immediately available and/or refer customers to appropriate personnel
  3. Seek confirmation from customers that needs and, where practical, expectations have been met
  4. Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met
Provide information based on knowledge of products and/or services to satisfy customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source information if not immediately available and/or refer customers to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek confirmation from customers that needs and, where practical, expectations have been met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain customer confidentiality

  1. Discuss customer related business only in context of workplace
  2. Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation
Discuss customer related business only in context of workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation

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. Project positive organisational image

1.1 Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction

1.2 Follow organisation’s standards and philosophy regarding presentation at all times

2. Identify customer needs and expectations

2.1 Clarify customers’ needs and expectations

2.2 Identify and consider special requirements of customers when providing service

3. Provide customer service

3.1 Provide information based on knowledge of products and/or services to satisfy customer needs

3.2 Source information if not immediately available and/or refer customers to appropriate personnel

3.3 Seek confirmation from customers that needs and, where practical, expectations have been met

3.4 Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met

4. Maintain customer confidentiality

4.1 Discuss customer related business only in context of workplace

4.2 Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation

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. Project positive organisational image

1.1 Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction

1.2 Follow organisation’s standards and philosophy regarding presentation at all times

2. Identify customer needs and expectations

2.1 Clarify customers’ needs and expectations

2.2 Identify and consider special requirements of customers when providing service

3. Provide customer service

3.1 Provide information based on knowledge of products and/or services to satisfy customer needs

3.2 Source information if not immediately available and/or refer customers to appropriate personnel

3.3 Seek confirmation from customers that needs and, where practical, expectations have been met

3.4 Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met

4. Maintain customer confidentiality

4.1 Discuss customer related business only in context of workplace

4.2 Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation

Evidence of the ability to:

communicate effectively with customers to determine and satisfy their needs, giving consideration to any special requirements

apply knowledge of products and services using a range of communication skills to interact with customers and provide good service

follow organisational policy and procedures, and relevant legislative requirements relating to privacy and confidentiality

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe the purpose and application of customer service principles and practice

identify and interpret the key requirements of relevant legislation covering consumer rights and service, privacy and the delivery of financial services

describe the organisation’s key products and services

describe key features of organisational policy, procedures and protocols that impact on delivering a professional service to customers

discuss the scope of capacity to offer advice on financial products and services, and their benefits and applications within the requirements of relevant legislation