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Evidence Guide: TLII107D - Coordinate quality 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

 

TLII107D - Coordinate quality customer service

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

Plan to meet internal and external customer requirements

  1. The needs of customers are researched, understood and assessed, and taken into account in the planning of the company's products and services
  2. Provision is made in plans to achieve the quality, time and costs specifications agreed with customers
The needs of customers are researched, understood and assessed, and taken into account in the planning of the company's products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provision is made in plans to achieve the quality, time and costs specifications agreed with customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure delivery of quality service

  1. Individual/team performance consistently meets quality, safety, resource and delivery standards
  2. Coaching and mentoring assists colleagues overcome difficulty in meeting customer service standards
  3. Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards
Individual/team performance consistently meets quality, safety, resource and delivery standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coaching and mentoring assists colleagues overcome difficulty in meeting customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor, adjust and report customer service

  1. Company's systems are used to monitor progress in achieving product/service targets and standards
  2. Customer feedback is sought and used to improve the provision of products/services
  3. Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups
  4. Adjustments/recommendations (as required) are made to products/services
  5. Those who have a role in products/services planning and delivery are informed of changes
  6. Records, reports and recommendations are managed within the company's systems and processes
Company's systems are used to monitor progress in achieving product/service targets and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer feedback is sought and used to improve the provision of products/services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjustments/recommendations (as required) are made to products/services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Those who have a role in products/services planning and delivery are informed of changes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records, reports and recommendations are managed within the company's systems and processes

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 knowledge and skills, the range statement and the assessment guidelines for this Training Package.

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant Australian and state and territory standards, regulations and codes of practice

OH&S procedures and guidelines relevant to workplace operations

Risks involved in workplace operations and related precautions to control the risk

Workplace procedures and policies for the coordination of quality customer service in workplace operations

Customer and market characteristics

The role of customer service in company profitability

Requirements of workplace systems and operations and relevant equipment

Required skills:

Communicate effectively with others when coordinating quality customer service

Read and interpret instructions, procedures, information and signs relevant to the coordination of quality customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to the coordination of quality customer service

Operate electronic communication equipment to required protocol

Work collaboratively with others when coordinating quality customer service

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when coordinating quality customer service in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may occur when coordinating quality customer service

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Apply relevant agreements, codes of practice or other legislative requirements to work processes

Identify and correctly use equipment, processes and procedures

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

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.

Operations may be conducted:

in a range of work environments and weather conditions

by day or night

Customers may be:

internal or external

Operations may be undertaken:

on- or off-base site or workplace

Coordination of workplace policies for the provision of customer service may include:

level of service provision

scheduling of operations

delivery of services

Consultative processes may involve:

clients

other employees and supervisors

management

union representatives

industrial relations and OH&S specialists

other professional or technical staff

local government authorities

Hazards may include:

vehicular traffic and pedestrians

uneven ground, steps, road surfaces

dust and vapours

hazardous or dangerous materials

humidity, air temperature and radiant heat

light including UV

noise

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Communication in the work area may include:

fixed phone

mobile phone

fax

email

internet

radio

oral, aural or signed communications

Information/documents may include:

operations manuals

induction documentation

competency standards and training materials

manufacturers specifications for relevant equipment

Dangerous Goods Code, Explosives Code, HAZCHEM codes and other regulations pertaining to the delivery of mail

workplace procedures and policies for the preparation of mail for delivery

supplier and/or client instructions

award, enterprise bargaining agreement, other industrial arrangements

standards and certification requirements

customer service and quality assurance standards and procedures

emergency procedures

Applicable regulations and legislation may include:

state/territory roads and traffic authority road rule and licence requirements

Australian Dangerous Goods Code, Explosives Code, HAZCHEM codes, and other relevant regulations pertaining to the delivery of mail

relevant state/territory environmental protection legislation

relevant state/territory OH&S legislation