Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver AURC362807A, 'Build customer relations'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Build customer relations' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
1. Ensure maintenance of customer database
1.1. Evidence of maintenance of customer documents is sought regularly from staff responsible to ensure vital data is kept on existing and potential customers
1.2. Customer data is maintained to ensure database relevance and currency
1.3. Information on customers and sales and service history is gathered for analysis
2. Establish needs of customer
2.1. Customer needs are regularly monitored through formal and informal communication channels
2.2. Current products and services are assessed against customer needs to determine the ability of the enterprise to meet customer needs
2.3. Trends in customer service needs are documented and reported to appropriate persons periodically for planning purposes
3. Ensure appropriate treatment of customer
3.1. Service standards are reviewed regularly against outcomes to ensure required standards are met
3.2. Staff are trained to provide customer service to an appropriate standard to ensure consistent treatment of customers
3.3. Work activities of staff are reviewed regularly to ensure customer requirements are met
3.4. Business operations are reviewed to ensure they meet current and projected customer requirements
3.5. Staff are actively involved in providing information to improve customer service operations and activities