Manage 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 TLII5018, 'Manage customer service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Manage 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

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Plan to meet internal and external customer requirements

1.1

Customer needs are researched, clarified, assessed and included in the planning process

1.2

Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures

2

Ensure delivery of quality products/services

2.1

Products/services are delivered to customer specifications in accordance with the organisational business plan

2.2

Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards

2.3

Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards

2.4

Resources are used effectively and efficiently to provide quality products/services to customers

3

Monitor, adjust and report customer service

3.1

Organisational systems and technology are used to monitor progress in achieving product/service targets and standards

3.2

Customer feedback is sought and used to improve the provision of products/services

3.3

Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups

3.4

Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes