Provide customer service in a retail agency

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 FNSRTS301, 'Provide customer service in a retail agency'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide customer service in a retail agency' 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

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Represent financial services institution

1.1 Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution

1.2 Develop and maintain knowledge of relevant range of products and services

1.3 Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality

1.4 Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries

2. Identify customers’ financial service needs

2.1 Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice

2.2 Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution

2.3 Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms

3. Process customer transactions

3.1 Check information or forms provided by customers for accuracy and completeness

3.2 Complete transactions in timely and accurate manner using protocols and processes of financial services institution

3.3 Maintain accurate customer account and transaction details

3.4 Routinely conduct accurate reconciliation of monies received with transaction records

3.5 Respond to customer queries or complaints in courteous and timely manner using required protocols and processes

3.6 Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution


Qualifications and Skillsets

FNSRTS301 appears in the following qualifications:

  • FNS30310 - Certificate III in Accounts Administration
  • FNS30110 - Certificate III in Financial Services
  • FNS20110 - Certificate II in Financial Services
  • FNS30111 - Certificate III in Financial Services
  • FNS30311 - Certificate III in Accounts Administration
  • FNS20111 - Certificate II in Financial Services
  • FNS30315 - Certificate III in Accounts Administration
  • FNS30115 - Certificate III in Financial Services
  • FNS20115 - Certificate II in Financial Services