Provide quality customer service

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 AVII0002, 'Provide quality customer service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide quality customer service' 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

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Identify and assess customer needs and expectations

1.1

Different types of customers are accurately identified according to age, personality and cultural background

1.2

Individual customer needs and expectations are correctly identified, and products and services appropriate to identified needs and expectations are provided

2

Deliver high quality service

2.1

Customers are greeted in a polite and friendly manner

2.2

Trust, goodwill and satisfaction are developed through effective communication strategies

2.3

Customer requests are met whenever possible and within reasonable limits

2.4

Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds

2.5

Customer dissatisfaction is recognised and appropriate action is taken to resolve the problem

2.6

Potential problems are anticipated and action is taken to minimise the effect on customer satisfaction

2.7

Opportunities to enhance the delivery of quality customer service are identified and actions, such as offers of assistance, building rapport, and intuitive identification of unstated customer needs, are implemented

2.8

Appropriate non-verbal communication is used to deliver quality service outcomes

3

Deal with difficult customer situations

3.1

Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner appropriate to the customer’s cultural background

3.2

Nature and details of customer complaints are established and agreed on

3.3

Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own responsibility

3.4

Unresolved customer complaints are referred to a higher authority

3.5

All associated documentation is accurately and legibly completed in accordance with workplace procedures