Coordinate implementation of customer service strategies

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 BSBCMN410A, 'Coordinate implementation of customer service strategies'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Coordinate implementation of customer service strategies' 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 and Performance Criteria

Element

Performance Criteria

1

Advise on customer service needs

1.1

Customer service needs are clarified and accurately assessed using appropriate communication techniques

1.2

Problems matching service delivery to customers are diagnosed and options for improved service are developed within organisational requirements

1.3

Advice is relevant, constructive and promotes the improvement of customer service delivery

1.4

Business technology is used to structure and present information on customer service needs

2

Support implementation of customer service strategies

2.1

Customer service strategies and opportunities are promoted to designated individuals and groups

2.2

Available budget resources are identified and allocated to fulfil customer service objectives

2.3

Procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements

2.4

Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards

2.5

Decisions to implement strategies are taken in consultation with designated individuals and groups

3

Evaluate and report on customer service

3.1

Client satisfaction with service delivery is reviewed using verifiable data in accordance with organisational requirements

3.2

Changes necessary to maintain service standards are identified and reported to designated groups and individuals

3.3

Conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4

Systems, records and reporting procedures are maintained to compare changes in customer satisfaction


Qualifications and Skillsets

BSBCMN410A appears in the following qualifications:

  • AUR31205 - Certificate III in Automotive Retail, Service and Repair
  • AUR31005 - Certificate III in Automotive Sales
  • AUR50105 - Diploma of Automotive Management
  • AUR40105 - Certificate IV in Automotive Management
  • CUV30403 - Certificate III in Arts Administration
  • CUV40503 - Certificate IV in Arts Administration
  • CUV60103 - Advanced Diploma of Arts Management