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 BSBCUE203, 'Conduct customer engagement'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Conduct customer engagement' 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 describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Prepare for customer engagement
1.1 Obtain and study product or service details relating to customer engagement
1.2 Study prepared engagement guides or scripts
1.3 Locate sources of information that may be required to develop product and service expertise
1.4 Develop an understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs)
1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement
1.6 Clarify details as required with relevant personnel
2 Provide quality service in response to customer queries
2.1 Use technology to respond to customer queries
2.2 Greet customer according to enterprise protocol and encompass cultural diversity
2.3 Establish and clarify customer needs
2.4 Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and 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
3 Arrange provision of 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 customer retention options that can be applied to engagement
3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive
4 Respond to customer enquiries
4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
4.2 Escalate enquiries or orders that cannot be satisfied immediately
4.3 Supply follow
4.4 Observe organisational regulations and standards throughout transaction
4.5 Record details of engagement according to policy
4.6 Record and report difficulties not escalated but that may present an opportunity for continuous improvement