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Evidence Guide: TLII1002 - Apply customer service skills

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

 

TLII1002 - Apply customer service skills

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

Deal with customer inquiries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer inquiries are responded to courteously and efficiently by phone and face-to-face

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Questions are used to clarify customer needs or concerns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assistance from other staff is sought when customer inquiries cannot be fully answered

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer inquiries and associated action are recorded and reported in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor customer satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is greeted cordially in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirements are dealt with according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Special needs are addressed in accordance with workplace policies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate feedback is provided to managers and internal and/or external customers

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.

1

Deal with customer inquiries

1.1

Customer inquiries are responded to courteously and efficiently by phone and face-to-face

1.2

Questions are used to clarify customer needs or concerns

1.3

Assistance from other staff is sought when customer inquiries cannot be fully answered

1.4

Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs

1.5

Customer inquiries and associated action are recorded and reported in accordance with workplace procedures

2

Monitor customer satisfaction

2.1

Customer is greeted cordially in accordance with workplace procedures

2.2

Customer requirements are dealt with according to workplace procedures

2.3

Special needs are addressed in accordance with workplace policies

2.4

Appropriate feedback is provided to managers and internal and/or external customers

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Deal with customer inquiries

1.1

Customer inquiries are responded to courteously and efficiently by phone and face-to-face

1.2

Questions are used to clarify customer needs or concerns

1.3

Assistance from other staff is sought when customer inquiries cannot be fully answered

1.4

Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs

1.5

Customer inquiries and associated action are recorded and reported in accordance with workplace procedures

2

Monitor customer satisfaction

2.1

Customer is greeted cordially in accordance with workplace procedures

2.2

Customer requirements are dealt with according to workplace procedures

2.3

Special needs are addressed in accordance with workplace policies

2.4

Appropriate feedback is provided to managers and internal and/or external customers

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying relevant legislation and workplace procedures

communicating effectively with others when providing customer service, including using appropriate telephone techniques

completing documentation related to providing customer service

handling customer queries and complaints effectively

interpreting and following operational instructions and prioritising work

reporting and/or rectifying identified problems effectively, in accordance with regulatory requirements and workplace procedures

reading and interpreting instructions, procedures, information and labels relevant to providing customer service

working collaboratively with others to:

provide quality customer service

identify, define and solve problems

working systematically with required attention to detail

writing simple reports and records of inquiries.

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

customer service policies and procedures

products and/or services provided by the workplace

relevant duty of care responsibilities

relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental procedures and regulations

sources of information and documentation needed for workplace operations

types of operations carried out in the workplace

workplace procedures relevant to work activities.

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.