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 PRMCMN302A, 'Respond to client inquiries and complaints'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Respond to client inquiries and complaints' 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 Identify nature and type of inquiry or complaint | 1.1 Address client in a courteous and business-like manner in accordance with company requirements 1.2 Confirm details of inquiry or complaint through suitable communication with client in accordance with company requirements 1.3 Establish client needs and degree of urgency promptly in accordance with company requirements 1.4 Record details of inquiry or complaint to ensure accurate records are maintained in accordance with legislative and companyrequirements 1.5 Identify impact of relevant legislative and company requirements for handling inquiries and complaints 1.6 Allocate a priority to inquiries or complaints requiring additional research and ensure arrangements are made for follow-up in accordance with company requirements | ||
2 Research information relevant to inquiry or complaint | 2.1 Identify information relevant to client needs from company and industry sources in accordance with company requirements 2.2 Review records to establish history of service in accordance with company requirements | ||
2.3 Inspect site where appropriate with client to consider inquiry or confirm existence of problem in accordance with company requirements 2.4 Assess probability of associated problems from the information available in accordance with company requirements 2.5 Seek advice from appropriate personnel where necessary on nature of problem and proposed solution in accordance with company requirements | |||
3 Refer inquiries or complaints | 3.1 Identify inquiries or complaints that require referral to other personnel or external bodies in accordance with legislative and company requirements 3.2 Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility and company requirements 3.3 Forward documents and investigation reports to appropriate personnel in accordance with company requirements 3.4 Follow up with appropriate personnel to gain prompt decisions in accordance with company requirements | ||
4 Communicate with clients and/or their agents to resolve issue | 4.1 Establish need for written, verbal or personal response in accordance with nature of inquiry and company requirements 4.2 Prepare response to inquiry or complaint in accordance with company requirements | ||
5 Satisfy complex client needs | 5.1 Explain possibilities for meeting client needs in accordance with legislative and company requirements 5.2 Assist clients to evaluate service/product options to satisfy their needs in accordance with legislative and company requirements 5.3 Determine and prioritise preferred action in accordance with legislative and company requirements | ||
5.4 Identify potential areas of difficulty in client service delivery and take appropriate actions in a positive manner in accordance with legislative and company requirements | |||
6 Update relevant files and records | 6.1 Complete business documentation in accordance with company requirements 6.2 Advise work allocations promptly to relevant staff in accordance with company requirements 6.3 Collate information on the type and source of inquiries to enable subsequent data analysis in accordance with company requirements | ||
7 Update policy and procedures where required | 7.1 Provide information on the identified problem and solutions to management to assist in updating company policy and procedures in accordance with company requirements 7.2 Debrief staff on the nature of the problems and solutions implemented to reduce incidence of recurrence in accordance with legislative and company requirements | ||