NTISthis.com

Evidence Guide: PMC562081 - Deliver 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

 

PMC562081 - Deliver customer service

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

Identify customer requirements

  1. Identify company/team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements
  2. Explain the role of the quality system in meeting customer requirements
  3. Identify the role of the individual and the team in meeting these requirements
Identify company/team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain the role of the quality system in meeting customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the role of the individual and the team in meeting these requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer requirements

  1. Use effective questioning and listening techniques to identify customer requirements
  2. Use quality assurance systems to ensure products and services meet customer requirements
  3. Display a helpful and courteous attitude when responding to customer enquiries
  4. Ensure up to date advice and product knowledge is supplied to customers
  5. Deal with all customer requests in a timely manner
  6. Complete all company documentation/records
  7. Follow up customer requests and provide feedback to customers
Use effective questioning and listening techniques to identify customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use quality assurance systems to ensure products and services meet customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Display a helpful and courteous attitude when responding to customer enquiries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure up to date advice and product knowledge is supplied to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with all customer requests in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete all company documentation/records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up customer requests and provide feedback to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improve customer service

  1. Identify methods of improving customer service and make recommendations to appropriate personnel for improvements
  2. Implement improvements in customer service
  3. Provide reports and appropriate feedback in accordance with company requirements
Identify methods of improving customer service and make recommendations to appropriate personnel for improvements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement improvements in customer service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide reports and appropriate feedback in accordance with company requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Identify customer requirements

1.1

Identify company/team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements

1.2

Explain the role of the quality system in meeting customer requirements

1.3

Identify the role of the individual and the team in meeting these requirements

2

Respond to customer requirements

2.1

Use effective questioning and listening techniques to identify customer requirements

2.2

Use quality assurance systems to ensure products and services meet customer requirements

2.3

Display a helpful and courteous attitude when responding to customer enquiries

2.4

Ensure up to date advice and product knowledge is supplied to customers

2.5

Deal with all customer requests in a timely manner

2.6

Complete all company documentation/records

2.7

Follow up customer requests and provide feedback to customers

3

Improve customer service

3.1

Identify methods of improving customer service and make recommendations to appropriate personnel for improvements

3.2

Implement improvements in customer service

3.3

Provide reports and appropriate feedback in accordance with company requirements

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Identify customer requirements

1.1

Identify company/team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements

1.2

Explain the role of the quality system in meeting customer requirements

1.3

Identify the role of the individual and the team in meeting these requirements

2

Respond to customer requirements

2.1

Use effective questioning and listening techniques to identify customer requirements

2.2

Use quality assurance systems to ensure products and services meet customer requirements

2.3

Display a helpful and courteous attitude when responding to customer enquiries

2.4

Ensure up to date advice and product knowledge is supplied to customers

2.5

Deal with all customer requests in a timely manner

2.6

Complete all company documentation/records

2.7

Follow up customer requests and provide feedback to customers

3

Improve customer service

3.1

Identify methods of improving customer service and make recommendations to appropriate personnel for improvements

3.2

Implement improvements in customer service

3.3

Provide reports and appropriate feedback in accordance with company requirements

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria and demonstrate the ability to:

read and interpret quality documentation, organisation business objectives and key performance indicators (KPIs), job sheets, procedures, material labels and safety information

use oral communication techniques to identify customer requirements, and provide up-to-date product information

use quality assurance systems to ensure products/services meet customer requirements

follow up on customer requests

recommend, report and implement improvements to customer service

apply safety procedures

complete workplace records and reports

do basic arithmetical manipulations, including additions, subtractions, divisions, fractions and percentages.

Must provide evidence that demonstrates knowledge relevant to their job sufficient to operate under routine only supervision and to solve routine problems, including knowledge of:

types and characteristics of products/services provided in/by the organisation

principles of the production process and normal operating parameters

communication techniques, including:

listening

questioning

answering

providing feedback

non-verbal communication

organisation procedures relevant to customer service, including:

quality assurance

complaints handling

continuous improvement

ordering/delivering products.

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.

Regulatory framework

The latest version of all legislation, regulations, industry codes of practice and Australian/international standards, or the version specified by the local regulatory authority, must be used.

Applicable legislation, regulations, standards and codes of practice include:

health, safety and environmental (HSE) legislation, regulations and codes of practice relevant to the workplace, equipment and production processes and hazardous materials

Australian/international standards relevant to the materials being used and products being made

any relevant licence and certification requirements.

All operations to which this unit applies are subject to stringent HSE requirements, which may be imposed through state/territory or federal legislation, and these must not be compromised at any time. Where there is an apparent conflict between performance criteria and such requirements the legislative requirements take precedence.

Procedures

All operations must be performed in accordance with relevant procedures.

Procedures are written, verbal, visual, computer-based or in some other form, and include one or any combination of:

manufacturer's technical information

job cards

drawings

emergency procedures

work instructions

standard operating procedures (SOPs)

safe work method statements (SWMS)

formulas/recipes

batch sheets

temporary instructions

any similar instructions provided for the smooth running of the plant.

Records and reports

Records include one or more of:

log books/sheets

electronic records

job/work sheets

other records used for the smooth running of the plant.

Reports include one or more of:

paper or electronic-based logs and reports

verbal/radio reports

reporting items found which require action.