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Evidence Guide: MTMR106C - Provide 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

 

MTMR106C - Provide service to customers

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

Acknowledge and greet customer

  1. Customer is politely acknowledged on entering the workplace.
  2. Customer is greeted when first contact is made.
  3. Customer is offered assistance according to workplace requirements.
Customer is politely acknowledged on entering the workplace.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is greeted when first contact is made.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is offered assistance according to workplace requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer requirements

  1. Customer requirements are established by questioning, active listening and clarification of customer comments.
  2. Customer needs are acknowledged.
  3. Customer is referred to more experienced staff when specialist advice and/or service and products are required.
Customer requirements are established by questioning, active listening and clarification of customer comments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer needs are acknowledged.

Completed
Date:

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Customer is referred to more experienced staff when specialist advice and/or service and products are required.

Completed
Date:

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Convey a professional image

  1. Behaviour displayed when serving customer maintains established workplace image.
Behaviour displayed when serving customer maintains established workplace image.

Completed
Date:

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Take orders courteously and accurately

  1. Telephone is answered according to workplace requirements.
  2. Orders are taken from customer by phone or face-to-face accurately and according to workplace requirements.
  3. Orders are taken legibly and in the correct format.
  4. Pick up or delivery time is arranged with the customer.
  5. Procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs are implemented.
Telephone is answered according to workplace requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Orders are taken from customer by phone or face-to-face accurately and according to workplace requirements.

Completed
Date:

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Orders are taken legibly and in the correct format.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Pick up or delivery time is arranged with the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs are implemented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer complaints

  1. Customer complaints are acknowledged and difficulty noted.
  2. Complaints are courteously referred to a more senior staff member or manager.
Customer complaints are acknowledged and difficulty noted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complaints are courteously referred to a more senior staff member or manager.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive customer enquiries

  1. Customer enquiries are received.
  2. Customer enquiries are followed up in accordance with workplace requirements.
  3. Customer is informed in relation to enquiry.
Customer enquiries are received.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer enquiries are followed up in accordance with workplace requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is informed in relation to enquiry.

Completed
Date:

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Record information from enquiries

  1. Information about enquiries is recorded to workplace requirements.
Information about enquiries is recorded to workplace requirements.

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

The meat industry has specific and clear requirements for evidence. A minimum of three forms of evidence is required to demonstrate competency in the meat industry. This is specifically designed to provide evidence that covers the demonstration in the workplace of all aspects of competency over time.

These requirements are in addition to the requirements for valid, current, authentic and sufficient evidence.

Three forms of evidence means three different kinds of evidence - not three pieces of the same kind. In practice it will mean that most of the unit is covered twice. This increases the legitimacy of the evidence.

All assessment must be conducted against Australian meat industry standards and regulations.

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

Competency must be demonstrated over time and under typical operating conditions for the enterprise.

Context of, and specific resources for assessment

Assessment must occur in the workplace under normal operating conditions.

Method of assessment

Recommended methods of assessment include:

quiz of underpinning knowledge

workplace demonstration

workplace referee or third-party report of performance over time.

Assessment practices should take into account any relevant language or cultural issues related to Aboriginality or Torres Strait Islander, gender, or language backgrounds other than English. Language and literacy demands of the assessment task should not be higher than those of the work role.

Guidance information for assessment

A current list of resources for this unit of competency is available from MINTRAC www.mintrac.com.au or telephone 1800 817 462.

Required Skills and Knowledge

Required skills

Ability to:

apply communication skills to meet customer needs and enterprise requirements

provide an overview of the range ofproducts and services offered by the enterprise

seek advice or assistance from more experienced team members when necessary

operate telephone system

demonstrate polite and efficient telephone technique

demonstrate suitable behaviour by attending to customer needs promptly and courteously, displaying tact, satisfying customer needs ethically and maintaining professional standards of dress and personal hygiene

arrange pick up or delivery with customer according to enterprise procedures

apply relevant Occupational Health and Safety (OH&S) and regulatory requirements

use mathematical skills appropriate to the task

Required knowledge

Knowledge of:

how to interact with others in an appropriate way

workplace complaints policies and procedures

workplace requirements related to acknowledging and greeting customers, including enterprise ethical standards

relevant OH&S and regulatory requirements

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.

Customers include regular or first-time visitors to the enterprise, or those making contact by telephone.

Workplace requirements may include:

enterprise ethical and customer standards

enterprise standard for greeting and thanking the customer

enterprise-specific requirements

OH&S requirements

order forms

Quality Assurance(QA) requirements

Standard Operating Procedures (SOPs)

the ability to perform the task to production requirements

work instructions.

Customer requirements may include:

advice on enterprise products and services

different cultural and ethnic needs

immediate purchase of customer-selected items.

Customer orders may be taken:

by email

by fax

by phone

face to face.

Procedures for following up customer enquiries may include:

contacting customer when additional information, product or service is available

recording in order book

referring to another staff member, butcher or manager

telephoning or writing to a supplier.

Customer complaints may include:

concerns about products

advice given

service provided by the enterprise.

Communication may include:

clear oral responses

completing workplace documentation

effective listening

interacting with people from a range of cultural, social and ethnic backgrounds

reading and interpreting workplace documentation

recognition and use of non-verbal communication strategies

recognition of cultural diversity

use of communications technology.

Range of products may include:

a range of meats (e.g. veal, beef, lamb, mutton, pork, chicken, game, venison, kangaroo, emu)

BBQ spits

dry stock

manufactured goods

smallgoods

special cuts.

Range of services may include:

coordinating with promotions

demonstrations

ingredients

recipes

taste preferences

value-added products, ingredients.

OH&S requirements may include:

enterprise OH&S policies, procedures and programs

OH&S legal requirements

Personal Protective Equipment (PPE) which may include:

coats and aprons

ear plugs or muffs

eye and facial protection

head-wear

lifting assistance

mesh aprons

protective boot covers

protective hand and arm covering

protective head and hair covering

uniforms

waterproof clothing

work, safety or waterproof footwear

requirements set out in standards and codes of practice.

Regulatory requirements may include:

Export Control Act

federal and state regulations regarding meat processing and food handling

hygiene and sanitation requirements

relevant Australian Standards

relevant regulations.

Mathematical skills may include:

following basic flow charts, mimic panels and numerically-sequenced tasks and procedures

reading and interpreting analogue and digital measures, including clocks, scales, pressure gauges, thermometers and cash registers

recognising out-of-specification, acceptable or unacceptable range on simple graphs and charts

recognition and accurate copying of numbers relating to temperature, time, volume, weight and quantity

routine simple calculations using specified fixed formulas and procedures

understanding and accurately using terms, such as hotter or cooler, heavier or lighter, slow or fast, increasing or decreasing, and lower or higher in own work

use of calculators.