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 CPPCMN3006, 'Provide effective client service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide effective client service' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to 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. Where bold italicised text is used, further information is detailed in the range of conditions.


Identify and confirm client needs.


Client is greeted according to company requirements and initial information regarding required products or services is obtained.


Client requests are analysed and confirmed with client or others where necessary.


Personal limitations are identified while assessing client needs, and assistance is sought from others where required according to company requirements.


Confirm agreed products or services.


Current sales brochures and product or service information are provided to client according to company requirements.


Product or service features and benefits are communicated to client according to company requirements and established communication channels.


Client requests for further information or explanation are responded to accurately and clearly.


Agreement to provide product or service is established with client, and service level agreement, including costs and timelines, and legislative requirements, are discussed and agreed with client according to company requirements.


Deliver products or services to client.


Human resources required to provide agreed client products or services are identified, briefed and coordinated.


Client products or services are provided within agreed timelines and according to company requirements.


Requests to provide products or services outside agreed client service agreement are directed to designated personnel and actioned as required.


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


Respond to client feedback.


Client feedback is received and responded to within agreed timelines and according to company customer service standards and service requirements.


Opportunities to improve product or service delivery are identified and discussed with designated personnel.


Complaintsare received and responded to within specified timeframes according to company complaints handling procedures.


Improvements to product or service delivery are communicated to clients.