Provide customer service and education

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 ICPSU464C, 'Provide customer service and education'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide customer service and education' 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



1. Establish and maintain a positive relationship with the client

1.1. Rapport with client is built and maintained according to accepted business practices

1.2. Opportunities to provide additional services to client are identified

1.3. Client is advised of input requirements and restraints for relevant processes

2. Manage customer expectations

2.1. Match customer needs and expectations with production process requirements

2.2. Job requirements are clarified with client and compared with quote/estimate

2.3. Information and clarifications are passed between client and technical staff

2.4. Job specifications and job parameters are used to define appropriate production procedures and processes

2.5. Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated

2.6. Project is evaluated and feedback provided to client as agreed or according to enterprise customer service practices

2.7. Preliminary proof and contract proof are distinguished according to enterprise standards and that is communicated to the client

2.8. Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in the production process

2.9. Job information (eg work orders, quotes, job tickets) is documented and compiled

3. Manage project budget and timeline

3.1. Client requested changes are monitored and documented and the impact on budget and timeline is communicated to the client

3.2. The client is advised on alternative production techniques

Qualifications and Skillsets

ICPSU464C appears in the following qualifications:

  • ICP40410 - Certificate IV in Printing and Graphic Arts (Print Finishing)
  • ICP40610 - Certificate IV in Printing and Graphic Arts (Management_Sales)
  • ICP40510 - Certificate IV in Printing and Graphic Arts (Mail House)
  • ICP40710 - Certificate IV in Printing and Graphic Arts (Process Leadership)
  • ICP30610 - Certificate III in Printing and Graphic Arts (Screen Printing)
  • ICP50410 - Diploma of Printing and Graphic Arts (Management_Sales)
  • ICP40310 - Certificate IV in Printing and Graphic Arts (Printing)