NTISthis.com

Evidence Guide: TLII4022 - Identify and meet customer requirements

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

 

TLII4022 - Identify and meet customer requirements

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

Determine customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are identified in accordance with business goals and shared objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate questioning and active listening are used to fully determine customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer needs are assessed for urgency to identify priorities for service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal limitations in addressing customer needs are identified and assistance is sought from designated persons as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication is undertaken with customers in a clear, concise and courteous manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hazards are identified, risks are assessed and control measures are implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information and follow-up regarding problems and delays are provided within appropriate timeframes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to enhance the quality of service are identified and acted upon

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey customer need within the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outcomes of customer service interactions are communicated to appropriate persons in the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant documentation is confirmed, completed and processed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback mechanisms are used to ensure continuous improvement of customer service outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hazards are identified, risks assessed and control measures implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge

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 and negotiating effectively with others

communicating customer needs with other members of the organisation

completing relevant documentation

delivering a service to customers

identifying and assessing customer and organisational requirements

identifying customer needs

identifying job hazards and taking required action to minimise, control or eliminate identified hazards

implementing contingency plans

reading and interpreting relevant instructions, procedures and information

reporting and rectifying within limits of own role, problems that may arise, in accordance with workplace procedures

using appropriate numeric functions when identifying customer needs

working collaboratively with others.

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:

problems that can occur when meeting customer and organisation needs, and action that can be taken to resolve these problems

relevant workplace policies and procedures

workplace protocols and procedures for meeting customer and organisation needs, including planning and quality improvement of services and operations.

Range Statement

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