Implement customer service standards

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 BSBCUS403A, 'Implement customer service standards'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Implement customer service standards' 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. Contribute to quality customer service standards

1.1. Access, interpret, apply and monitor customer service standards in the workplace in accordance with organisational standards, policies and procedures

1.2. Make contributions to the development, refinement and improvement of customer service standards, policies and processes

2. Implement customer service systems

2.1. Encourage all personnel to consistently implement customer service systems

2.2. Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

2.3. Identify customer service problems and make adjustments to ensure continued service quality

2.4. Communicate adjustments in service delivery to all those involved, within appropriate timeframes

2.5. Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards

3. Implement team customer service standards

3.1. Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience

3.2. Identify resources required to undertake team tasks while meeting required customer service levels


Qualifications and Skillsets

BSBCUS403A appears in the following qualifications:

  • FNS40910 - Certificate IV in Superannuation
  • FNS41410 - Certificate IV in General Insurance
  • FNS30310 - Certificate III in Accounts Administration
  • FNS41210 - Certificate IV in Mobile Banking
  • FNS41010 - Certificate IV in Banking Services
  • FNS40110 - Certificate IV in Credit Management
  • FNS30710 - Certificate III in Life insurance
  • FNS41610 - Certificate IV in Loss Adjusting
  • FNS40210 - Certificate IV in Bookkeeping
  • FNS41510 - Certificate IV in Life Insurance
  • BSB40807 - Certificate IV in Frontline Management
  • BSB41607 - Certificate IV in Purchasing
  • BSB41107 - Certificate IV in International Trade
  • BSB41307 - Certificate IV in Marketing
  • BSB40207 - Certificate IV in Business
  • SFI50411 - Diploma of Fisheries Compliance
  • HLT43207 - Certificate IV in Health Administration