Enhance customer service experiences

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 SITXCCS007, 'Enhance customer service experiences'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Enhance customer service experiences' 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. Provide a quality service experience.

1.1.Determine and confirm customer preferences, needs and expectations.

1.2.Advise customers about appropriate products and services to meet their needs.

1.3.Anticipate customer preferences, needs and expectations throughout the service experience.

1.4.Promptly provide products and services with professional and personalised service to meet individual preferences.

1.5.Offer extras and add-ons and provide tailored and additional products and services.

1.6.Check actioning of special requests before customer delivery.

1.7.Liaise with team members and suppliers to ensure efficient service delivery.

1.8.Share customer information with team members to ensure quality service.

2. Proactively respond to difficult service situations.

2.1.Identify problems with products and services and take immediate action to address before provision to customer.

2.2.Anticipate delays in product and service provision and regularly update customer on expected outcomes.

2.3.Advise customers of alternative products and services.

2.4.Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.

2.5.Provide ongoing internal feedback on service issues and suggest improvements.

3. Resolve customer complaints.

3.1.Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.

3.2.Assess impact on customer.

3.3.Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.

3.4.Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

3.5.Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.

3.6.Turn complaints into opportunities to demonstrate high quality customer service.

3.7.Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.

3.8.Review and evaluate complaints and solutions to enhance response to future issues.

4. Develop customer relationships.

4.1.Promote repeat business by offering promotional services according to individual empowerment and organisational policy.

4.2.Maintain customer profiles to enhance service delivery.

4.3.Provide personalised service to customers in a professional manner that builds repeat business.

4.4.Provide tailored products and services based on customer profile.