Monitor and enhance customer service excellence

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 AVII4015, 'Monitor and enhance customer service excellence'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Monitor and enhance customer service excellence' 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

Deliver excellence in customer service

1.1

Customer service expectations are consistently exceeded

1.2

Quality, safety, resource and delivery standards are consistently met

1.3

Airline records are maintained accurately in accordance with airline systems and procedures

2

Monitor and adjust customer service performance

2.1

Customer service performance standards are monitored and reviewed using a range of systems and techniques

2.2

Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly, and as an accurate reflection of company procedures

2.3

Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures

2.4

Negative impact events and factors are promptly identified and actions are taken to minimise effect and to prevent recurrence

2.5

Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards

3

Seek information from customers and staff

3.1

Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods

3.2

Customers and colleagues are encouraged to comment on continuous improvement methods implemented, to ensure service excellence

3.3

Customer and colleague feedback is acknowledged and followed up as appropriate

4

Develop approaches to enhance customer service

4.1

Customer quality service initiatives are identified and forwarded to appropriate personnel

4.2

Customer service performance information is communicated clearly with colleagues

4.3

Participation in developing new approaches or initiatives to customer service is undertaken

5

Encourage staff to take responsibility for customer service problems

5.1

Coaching and support is provided to assist colleagues in handling difficult customer situations

5.2

Responsibility for service delivery and customer satisfaction is taken

5.3

Customer service relationship development opportunities are discussed with team members

5.4

Appropriate responses are made to team member suggestions in a timely manner