Provide service to customers

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 SITXCCS006, 'Provide service to customers'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide service to customers' 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

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Communicate with internal and external customers.

1.1.Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.

1.2.Observe and respond to non-verbal communication of customers.

1.3.Use active listening and questioning to facilitate effective two-way communication.

1.4.Select a medium of communication appropriate for the customer and situation.

2. Follow defined organisational standards when delivering service.

2.1.Practise high standards of personal presentation and hygiene according to organisational requirements.

2.2.Follow organisational customer service policies and procedures.

2.3.Adhere to professional standards expected of service industry personnel.

3. Provide service to customers.

3.1.Establish rapport with customer to promote goodwill and trust during service delivery.

3.2.Identify customer needs and expectations, including customers with special needs.

3.3.Promptly meet all reasonable customer needs and requests.

3.4.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

3.5.Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.

4. Respond to customer complaints.

4.1.Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

4.2.Respond to customer complaints in a professional manner.

4.3.Identify solutions in consultation with customer.

4.4.Resolve complaints according to own level of responsibility and organisational policy.

4.5.Escalate complex service issues to higher level staff for action.

5. Provide internal feedback on customer service practices.

5.1.Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.

5.2.Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.