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Evidence Guide: PMC562081B - 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

 

PMC562081B - 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

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 unit will be assessed in as holistic a manner as is practical and may be integrated with the assessment of other relevant units of competency.

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

Evidence of satisfactory performance in this unit can be obtained by observation of performance and questioning to indicate understanding and knowledge of the elements of the competency and performance criteria. In particular, look to see that:

customer requirements are accurately assessed

customer requirements are completed within the necessary timelines

appropriate documenting of the customer request is undertaken

quality of customer service is evaluated

enterprise procedures for identifying and suggesting improvements are followed

customer complaints are effectively attended to.

Context of and specific resources for assessment

Assessment will require access to an operating plant over an extended period of time, or a suitable method of gathering evidence of operating ability over a range of situations.

Assessment will occur over a range of situations which will include disruptions to normal, smooth operation.

Simulation or case studies/scenarios may be required to allow for timely assessment of parts of this unit of competency. Simulation should be based on the actual plant and will include 'walk-throughs' of the relevant competency components. A bank of scenarios/case studies/what ifs and questions will be required to probe the reasoning behind observable actions.

Method of assessment

This unit may be assessed in conjunction with:

MSAPMSUP100B Apply workplace procedures

MSAPMSUP200A Achieve work outcomes.

Individual enterprises may choose to add prerequisites and co-requisites relevant to their processes.

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and appropriate to the language and literacy capacity of the candidate and the work being performed.

Required Skills and Knowledge

Required skills

Required skills include:

effective questioning and answering techniques

effective interpersonal skills

communicating to convey meaning clearly, concisely and coherently

literacy skills to communicate with customers

numeracy skills to interpret customer requirements and to meet customer needs

problemsolving skills to deal with customer enquiries or complaints

reading and numeracy to interpret workplace documents and technical information

Required knowledge

Required knowledge includes:

company products and services and quality procedures as it applies to customer requirements

understanding of process, normal operating parameters and product quality

relevant occupational health and safety (OHS) and environmental requirements and an ability to implement them is required

organisational procedures and work instructions is required

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.

Procedures

All operations are performed in accordance with standard procedures and work instructions

Customers

Customers may be:

internal or external

Communications

Communications may include:

telephone

two way radio

computer equipment

face-to-face interaction

Plant documentation

Plant documentation may include:

organisational policies

standard operating procedures and work instructions

quality documentation

company business objectives and KPIs

OHS

All operations are subject to stringent OHS requirements and these must not be compromised at any time. Where there is an apparent conflict between performance criteria and OHS requirements, the OHS requirements take precedence