Provide effective client service

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 CPPCMN2003A, 'Provide effective client service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide effective client service' 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

1

Establish working relationship with client.

1.1

Client is greeted courteously according to company requirements and workplace procedures.

1.2

Communication during client contacts is clear, accurate and courteous according to company requirements.

1.3

Business relationship is developed by responding to clients in a manner that personalises service and respects cultural diversity.

2

Identify client needs.

2.1

Client needs are identified according to workplace procedures and company requirements.

2.2

Client requests are analysed and where necessary confirmed with client or others to identify exact requirements, according to company requirements.

2.3

Personal limitations are identified while addressing client needs and assistance is sought from work group according to company requirements.

3

Deliver service to client.

3.1

Prompt client service is provided to meet identified needs according to company requirements.

3.2

Suggestions and complaints are treated positively and politely and used to improve personal and company practice according to company requirements.

3.3

Opportunities to enhance quality of products, services and client contacts are identified wherever possible.

4

Provide effective client service on client premises.

4.1

Workplace procedures are carried out in a timely and professional manner and according to company requirements.

4.2

Alternative arrangements are negotiated with clients when commitments cannot be met, according to workplace procedures and company requirements.

4.3

Operations and services are provided to satisfy client delivery needs and company requirements.

5

Maintain personal presentation standards and present a professional image.

5.1

Company uniform is maintained to present an image consistent with company requirements.

5.2

Specific presentation requirements are maintained according to company requirements.

5.3

Visible work area is kept tidy and uncluttered according to company requirements.

6

Promote company’s products and services to potential and existing client.

6.1

Products and services of benefit to client are explained clearly and accurately according to company requirements.

6.2

Sales brochures and product information are provided to client according to company requirements.

6.3

Confidentiality of product and service information is maintained according to company requirements.

7

Present positive company image using effective communication techniques.

7.1

Professional ethics are maintained to enhance client commitment and build return client base.

7.2

Image and good standing are maintained by taking timely action with client according to company requirements.

7.3

Effective service environment is created through effective communication techniques.

7.4

Communication equipment is used effectively and efficiently according to company requirements.