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 AVII4015A, '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
ELEMENT | PERFORMANCE CRITERIA |
1Deliver 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 |
2Monitor 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 prevent recurrence 2.5 Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards |
3Seek 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 Devising improved methods for ensuring service excellence is encouraged among customers and colleagues 3.3 Customer and colleague feedback is acknowledged and followed up as appropriate |
4Develop approaches to enhance customer service | 4.1 Initiatives to enhance the quality of customer service are identified and forwarded to appropriate personnel 4.2 Reasons for exchanging customer service performance information are communicated clearly with colleagues 4.3 Participation in the development of new approaches/initiatives to customer service is undertaken |
5Encourage 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 assumed 5.3 Opportunities for improving customer relationships are discussed among the whole team and constructive suggestions are made 5.4 Appropriate responses are made to colleagues' suggestions in a timely manner |