Action customer contact

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 BSBCCO201A, 'Action customer contact'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Action customer contact' 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

1. Prepare for customer contact

1.1. Obtain and study product or service details relating to customer contact

1.2. Study prepared call/contact guides or scripts

1.3. Locate sources of information that may be required to develop product or service expertise

1.4. Develop a clear understanding of enterprise policies and procedures

1.5. Develop proficiency with equipment and systems to effectively and efficiently manage contact

1.6. Clarify any unclear details with relevant manager

1.7. Identify and use safe working methods

2. Provide responsive and quality service in response to customer queries

2.1. Greet customer in accordance with enterprise protocol

2.2. Respond in a manner to effectively encompass cultural diversity

2.3. Effectively establish and clarify customer needs

2.4. Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction, and to minimise delays and the need to refer customer elsewhere

2.5. Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution

2.6. Treat customer with respect and courtesy, and enhance and develop customer loyalty

2.7. Complete follow-up action effectively in accordance with the timeframes, business rules and practices, and in line with customer expectations

3. Arrange provision of a product or service

3.1. Respond appropriately to customer requirements and identify relevant options

3.2. Select appropriate product or service in consultation with customer

3.3. Agree actions or orders with customer giving consideration to maximising value and service delivery to customer

3.4. Consider any customer retention options that can be applied to the contact

3.5. Use clear, simple and easy to understand language and ensure responses are comprehensive

4. Manage customer contact

4.1. Record details of contact in accordance with policy

4.2. Record and report any difficulties not escalated but that may present an opportunity for continuous improvement

4.3. Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.4. Escalate inquiries or orders that cannot be satisfied immediately

4.5. Supply follow-up information to customer as required and in a timely manner

4.6. Observe relevant legislation, codes, regulations and standards throughout transaction