Work effectively in a customer service environment

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 SIRXIND101, 'Work effectively in a customer service environment'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Work effectively in a customer service environment' 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 of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Work within organisational requirements.

1.1.Identify and read organisation’s requirements and responsibilities and seek advice from appropriate people where necessary.

1.2.Interpret staff rosters and provide sufficient notice of unavailability for rostered hours according to workplace policy and procedures.

1.3.Develop and use a current working knowledge and understanding of employee and employer rights and responsibilities.

1.4.Comply with relevant duty of care and legal responsibilities, and support organisational culture.

1.5.Identify roles and responsibilities of colleagues and immediate supervisors.

1.6.Identify standards and values considered to be detrimental to the organisation and communicate this through appropriate channels.

1.7.Identify, recognise and follow behaviour that contributes to a safe and sustainable work environment.

2. Support the work team.

2.1.Display courteous and helpful behaviour at all times.

2.2.Take opportunities to enhance the level of assistance offered to colleagues and meet all reasonable requests for assistance within acceptable workplace timeframes.

2.3.Complete allocated tasks as required.

2.4.Seek assistance when difficulties arise.

2.5.Use questioning techniques to clarify instructions or responsibilities.

2.6.Identify and display a non discriminatory attitude in all contacts with customers and other staff members.

3. Maintain personal presentation.

3.1.Observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact.

3.2.Follow personal hygiene procedures according to organisational policy and relevant legislation.

4. Develop effective work habits.

4.1.Interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task.

4.2.Interpret, confirm and act on legal requirements in regard to anti-discrimination, sexual harassment and bullying.

4.3.Ask questions to seek and clarify workplace information.

4.4.Plan and organise daily work routine within the scope of the job role.

4.5.Prioritise and complete tasks according to required timeframes.

4.6.Identify work and personal priorities and achieve a balance between competing priorities.