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Evidence Guide: TLII5018 - Manage 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

 

TLII5018 - Manage 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:

 

 

 

 

 

 

 

Customer needs are researched, clarified, assessed and included in the planning process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure delivery of quality products/services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Products/services are delivered to customer specifications in accordance with the organisational business plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resources are used effectively and efficiently to provide quality products/services to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor, adjust and report customer service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organisational systems and technology 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 problems and make improvements to products/services are taken in consultation with designated individuals/groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

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

Customer needs are researched, clarified, assessed and included in the planning process

1.2

Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures

2

Ensure delivery of quality products/services

2.1

Products/services are delivered to customer specifications in accordance with the organisational business plan

2.2

Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards

2.3

Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards

2.4

Resources are used effectively and efficiently to provide quality products/services to customers

3

Monitor, adjust and report customer service

3.1

Organisational systems and technology 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 problems and make improvements to products/services are taken in consultation with designated individuals/groups

3.4

Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

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

Customer needs are researched, clarified, assessed and included in the planning process

1.2

Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures

2

Ensure delivery of quality products/services

2.1

Products/services are delivered to customer specifications in accordance with the organisational business plan

2.2

Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards

2.3

Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards

2.4

Resources are used effectively and efficiently to provide quality products/services to customers

3

Monitor, adjust and report customer service

3.1

Organisational systems and technology 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 problems and make improvements to products/services are taken in consultation with designated individuals/groups

3.4

Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

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 consulting with others to ensure excellent customer service is modelled to staff and that customer issues are resolved

dealing effectively with unplanned events such as a change in the volume of customer inquiries

developing, implementing and revising contingency plans

interpreting and following operational instructions and prioritising work

monitoring work activities in terms of planned schedule, particularly in line with agreed time and quality standards

preparing reports to develop and disseminate information on customer service performance.

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:

organisational performance management systems

organisational policies, principles, codes and performance standards

quality management systems

relevant sections of national and state/territory regulatory requirements and codes of practice such as consumer protection legislation

requirements for completing relevant documentation such as reports of customer complaints and resolutions

risk management as it relates to dealing with customers and managing consequences of poor customer service

steps involved in planning 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.