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Evidence Guide: NWPIRR051 - Provide and promote 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

 

NWPIRR051 - Provide and promote customer service

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

Apply organisational customer service standards

  1. Check the organisation’s plans, policies and procedures relating to customer service and apply them.
  2. Explain the features, benefits and application of the organisation’s products and services to customers.
  3. Apply the organisation’s processes for handling customer queries, complaints and disputes.
  4. Apply effective communication techniques with different types of customers and situations.
  5. Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.
  6. Use available resources to meet customer requirements and services.
Check the organisation’s plans, policies and procedures relating to customer service and apply them.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain the features, benefits and application of the organisation’s products and services to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply the organisation’s processes for handling customer queries, complaints and disputes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply effective communication techniques with different types of customers and situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use available resources to meet customer requirements and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer needs and concerns

  1. Determine customer needs and expectations.
  2. Resolve customer concerns or complaints.
  3. Address customer needs or complaints clearly, politely and effectively.
  4. Refer customer concerns related to organisational liability to appropriate persons or departments.
  5. Complete documentation.
Determine customer needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve customer concerns or complaints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address customer needs or complaints clearly, politely and effectively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer concerns related to organisational liability to appropriate persons or departments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete documentation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to customer service standards

  1. Identify and explain opportunities to improve services or processes to team members.
  2. Review personal work performance to improve services to customers.
  3. Record evidence of customer issues and report to team members.
  4. Contribute to the development, and improvement of quality service policies and standards.
Identify and explain opportunities to improve services or processes to team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review personal work performance to improve services to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record evidence of customer issues and report to team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to the development, and improvement of quality service policies and standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply organisational customer service standards

  1. Check the organisation’s plans, policies and procedures relating to customer service and apply them.
  2. Explain the features, benefits and application of the organisation’s products and services to customers.
  3. Apply the organisation’s processes for handling customer queries, complaints and disputes.
  4. Apply effective communication techniques with different types of customers and situations.
  5. Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.
  6. Use available resources to meet customer requirements and services.
Check the organisation’s plans, policies and procedures relating to customer service and apply them.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain the features, benefits and application of the organisation’s products and services to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply the organisation’s processes for handling customer queries, complaints and disputes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply effective communication techniques with different types of customers and situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use available resources to meet customer requirements and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer needs and concerns

  1. Determine customer needs and expectations.
  2. Resolve customer concerns or complaints.
  3. Address customer needs or complaints clearly, politely and effectively.
  4. Refer customer concerns related to organisational liability to appropriate persons or departments.
  5. Complete documentation.
Determine customer needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve customer concerns or complaints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address customer needs or complaints clearly, politely and effectively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer concerns related to organisational liability to appropriate persons or departments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete documentation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to customer service standards

  1. Identify and explain opportunities to improve services or processes to team members.
  2. Review personal work performance to improve services to customers.
  3. Record evidence of customer issues and report to team members.
  4. Contribute to the development, and improvement of quality service policies and standards.
Identify and explain opportunities to improve services or processes to team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review personal work performance to improve services to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record evidence of customer issues and report to team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to the development, and improvement of quality service policies and standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Apply organisational customer service standards

1.1 Check the organisation’s plans, policies and procedures relating to customer service and apply them.

1.2 Explain the features, benefits and application of the organisation’s products and services to customers.

1.3 Apply the organisation’s processes for handling customer queries, complaints and disputes.

1.4 Apply effective communication techniques with different types of customers and situations.

1.5 Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.

1.6 Use available resources to meet customer requirements and services.

2. Respond to customer needs and concerns

2.1 Determine customer needs and expectations.

2.2 Resolve customer concerns or complaints.

2.3 Address customer needs or complaints clearly, politely and effectively.

2.4 Refer customer concerns related to organisational liability to appropriate persons or departments.

2.5 Complete documentation.

3. Contribute to customer service standards

3.1 Identify and explain opportunities to improve services or processes to team members.

3.2 Review personal work performance to improve services to customers.

3.3 Record evidence of customer issues and report to team members.

3.4 Contribute to the development, and improvement of quality service policies and standards.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Apply organisational customer service standards

1.1 Check the organisation’s plans, policies and procedures relating to customer service and apply them.

1.2 Explain the features, benefits and application of the organisation’s products and services to customers.

1.3 Apply the organisation’s processes for handling customer queries, complaints and disputes.

1.4 Apply effective communication techniques with different types of customers and situations.

1.5 Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.

1.6 Use available resources to meet customer requirements and services.

2. Respond to customer needs and concerns

2.1 Determine customer needs and expectations.

2.2 Resolve customer concerns or complaints.

2.3 Address customer needs or complaints clearly, politely and effectively.

2.4 Refer customer concerns related to organisational liability to appropriate persons or departments.

2.5 Complete documentation.

3. Contribute to customer service standards

3.1 Identify and explain opportunities to improve services or processes to team members.

3.2 Review personal work performance to improve services to customers.

3.3 Record evidence of customer issues and report to team members.

3.4 Contribute to the development, and improvement of quality service policies and standards.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

negotiating and resolving disputes or minimising the concerns of customers

applying interpersonal skills

communicating effectively in a diverse work force

applying problem solving skills

applying dispute resolution skills

reporting on customer issues

identifying both internal and external customers

communicating effectively with internal and external customers according to organisational procedures and standards

preparing resources and planning work to meet customer requirements

managing and reporting customer complaints according to organisational procedures

reviewing customer service and customer satisfaction

contributing to improvements in customer service standards

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

relevant acts and by-laws that impact customer service

organisational policies, procedures, standards and quality systems

problem solving strategies

communication techniques

performance management systems