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Evidence Guide: MEM16004 - Perform internal/external 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!

From the Wiki University

 

MEM16004 - Perform internal/external customer service

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

Identify customer requirements

  1. Follow standard operating procedures and comply with work health and safety (WHS) requirements at all times
Follow standard operating procedures and comply with work health and safety (WHS) requirements at all times

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer requirements from verbal or written communication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine product/service availability to meet customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate clearly the degree to which customer requirements can be met and propose alternatives for any inability to completely satisfy customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication skills to provide positive customer experience

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete documentation to record customer details and order requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action customer requirements

  1. Take appropriate action to implement customer requirements
Take appropriate action to implement customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record products and services provided to customer and complete require workplace documentation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle customer issues

  1. Receive complaint information to ensure a thorough understanding of customer issue
Receive complaint information to ensure a thorough understanding of customer issue

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine required action and address or refer matter to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and follow up customer requirements not able to be met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge
Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Customer liaison includes using one (1) or more of the following:

telephone

written forms

email

face-to-face contact

digital/electronic tools

Customer requirements include one (1) or more of the following:

product

service

price

delivery date

quantity

quality

specifications

Communication skills include one (1) or more of the following:

active listening

asking and answering questions

appropriate body language

reading

writing

plain English

politeness

assertiveness

building rapport

calmness

patience

empathy

effective verbal communication

Appropriate action to implement customer requirements include one (1) or more of the following:

filling or entering order

corrective action to resolve complaints

repair or service to customer equipment

Customer issues include one (1) or more of the following:

damaged goods

poor service

delayed delivery

goods not received

incorrect specifications

difficult customer