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Evidence Guide: TLII4001 - 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

 

TLII4001 - 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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Needs of customers are researched, assessed, confirmed and taken into account when planning organisational 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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Quality, safety, resource and delivery standards are consistently met through individual/team performance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coaching and mentoring is used to assist 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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organisational 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 are made to products/services as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Those who have a role in product/service planning and delivery are informed of changes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records, reports and recommendations are managed in accordance with organisational systems and processes

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

Plan to meet internal and external customer requirements

1.1

Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services

1.2

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

2

Ensure delivery of quality service

2.1

Quality, safety, resource and delivery standards are consistently met through individual/team performance

2.2

Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards

2.3

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

3

Monitor, adjust and report customer service

3.1

Organisational systems are used to monitor progress in achieving product/service targets and standards

3.2

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

3.3

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

3.4

Adjustments/recommendations are made to products/services as required

3.5

Those who have a role in product/service planning and delivery are informed of changes

3.6

Records, reports and recommendations are managed in accordance with organisational systems and processes

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

Plan to meet internal and external customer requirements

1.1

Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services

1.2

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

2

Ensure delivery of quality service

2.1

Quality, safety, resource and delivery standards are consistently met through individual/team performance

2.2

Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards

2.3

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

3

Monitor, adjust and report customer service

3.1

Organisational systems are used to monitor progress in achieving product/service targets and standards

3.2

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

3.3

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

3.4

Adjustments/recommendations are made to products/services as required

3.5

Those who have a role in product/service planning and delivery are informed of changes

3.6

Records, reports and recommendations are managed in accordance with organisational systems and processes

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

applying relevant legislation and workplace procedures

communicating and working effectively with others when coordinating quality customer service

completing relevant documentation

identifying and correctly using equipment, processes and procedures

implementing contingency plans

modifying activities depending on operational contingencies, risk situations and environments

monitoring and prioritising work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading, interpreting and following relevant instructions, procedures, information and signs

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

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

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 and market characteristics

relevant Australian and state/territory standards, regulations and codes of practice

requirements of workplace systems, operations and relevant equipment

risks involved in workplace operations and related precautions to control risk

role of customer service in company profitability

workplace procedures and policies for coordinating quality customer service in workplace operations.

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.