Provide customer 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 SISXCCS201A, 'Provide customer service'.
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' 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. Deliver service to clients.

1.1. Identify and respond to client needs and requests using appropriate communication techniques and according to organisational policies and procedures.

1.2. Refer requests to supervisor as required according to organisational policies and procedures.

1.3. Identify and anticipate possible problems and take action to minimise the effect on client satisfaction.

1.4. Recognise and act on opportunities to deliver additional levels of service beyond the client's immediate request.

1.5. Encourage repeat custom by promoting appropriate services and products according to organisational policies and procedures.

1.6. Record client details and information as required according to organisational policies and procedures.

2. Respond to complaints.

2.1. Receive complaints from clients according to organisational policies and procedures.

2.2. Establish nature of complaint and confirm with the client.

2.3. Implement complaint-resolution procedures according to organisational policies and procedures.

2.4. Refer unresolved complaints to supervisor according to organisational policies and procedures.

2.5. Document complaints according to organisational policies and procedures.

3. Identify special client requirements.

3.1. Identify clients with special needs or requests according to organisational policies and procedures.

3.2. Service, refer or redirect client needs according to organisational policies and procedures.

3.3. Document special client needs and requests according to organisational policies and procedures.