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Evidence Guide: MEM16004B - 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

 

MEM16004B - Perform internal/external customer service

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

Identify customer requirements

  1. Customer requirements are identified from verbal or written communication.
  2. The degree to which customer requirements can be met is clearly communicated including details such as cost, delivery date, quantity or quality.
  3. Alternatives are proposed for any inability to completely satisfy customer requirements.
Customer requirements are identified from verbal or written communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The degree to which customer requirements can be met is clearly communicated including details such as cost, delivery date, quantity or quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Alternatives are proposed for any inability to completely satisfy customer requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action customer requirements

  1. Appropriate action is taken to implement customer requirements.
  2. Customer requirements not able to be met are recorded and followed up.
Appropriate action is taken to implement customer requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirements not able to be met are recorded and followed up.

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

A person who demonstrates competency in this unit must be able to perform internal/external customer service. Competency in this unit cannot be claimed until all prerequisites have been satisfied.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Assessors must be satisfied that the candidate can competently and consistently perform all elements of the unit as specified by the criteria, including required knowledge, and be capable of applying the competency in new and different situations and contexts.

Context of and specific resources for assessment

This unit may be assessed on the job, off the job or a combination of both on and off the job. Where assessment occurs off the job, that is the candidate is not in productive work, then an appropriate simulation must be used where the range of conditions reflects realistic workplace situations. The competencies covered by this unit would be demonstrated by an individual working alone or as part of a team. The assessment environment should not disadvantage the candidate.

This unit could be assessed in conjunction with any other units addressing the safety, quality, communication, materials handling, recording and reporting associated with performing internal/external customer service or other units requiring the exercise of the skills and knowledge covered by this unit.

Method of assessment

Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor's reports, project work, samples and questioning. Questioning should not require language, literacy and numeracy skills beyond those required in this unit. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.

Guidance information for assessment

Required Skills and Knowledge

Required skills

Look for evidence that confirms skills in:

reading, interpreting and following information

entering routine and familiar information onto proformas and standard workplace forms

checking and clarifying information

following verbal instructions

orally reporting routine information

communicating and questioning

proposing alternative products and/or services

taking action to implement customer requirements

recording and following up customer requirements not able to be met

Required knowledge

Look for evidence that confirms knowledge of:

the cost of the required product or service

the quantities of the available product

the quality of the available product

the delivery date of the product or service

the reasons for informing the customer promptly of the ability/inability to meet the customer requirements

alternative products and/or services that may meet the customer's requirements

the procedures for actioning customer orders

the procedures for recording and actioning customer complaints

the procedure for recording customer requirements which are not met

the procedures for following up on customer requirements that are not met

safe workplace practices

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.

Customer requirements

Product or service

Quantity

Quality

Price range

Delivery requirements

Documentation

Special requirements