Deliver a 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 UEENEEC010B, 'Deliver a 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 'Deliver a 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

ELEMENT

PERFORMANCE CRITERIA

1

Interact with customers.

1.1

Communication with customers is conducted in a professional and courteous manner according to established procedures.

1.2

Customer enquiries are responded to promptly and politely and in accordance with established procedures.

1.3

Personal dress and presentation is maintained in line with established procedures.

1.4

Appropriate interpersonal skills are used to facilitate accurate and relevant exchange of information.

2

Identify customer needs.

2.1

Customer needs are assessed so that priorities for service delivery can be identified in accordance with established procedures.

2.2

Appropriate questioning and active listening are used to determine customer needs.

2.3

Customers are provided with information about available options for meeting their needs and assisted to identify their preferred option.

2.4

Personal limitations in addressing customer needs are identified and where appropriate assistance is sought from appropriate personnel.

3

Deliver a service to customers.

3.1

Prompt customer service is provided to meet identified needs in accordance with established procedures.

3.2

Service provided follows OHS policies and procedures and work is appropriately sequenced in accordance with requirements.

3.3

Service provided is coordinated effectively with others involved on the work site.

3.4

Customer complaints are handled sensitively and courteously in accordance with established procedures.

3.5

Opportunities to enhance the quality of service and products are identified and taken whenever possible.

4

Evaluate and complete service.

4.1

Own work is monitored and adjusted according to requirements for job quality, customer service and efficient resource use.

4.2

Customer service records are inspected and verified after service is completed to ensure requirements are met.

4.3

Appropriate personnel are notified of the completion of the repair work and details are documented in accordance with established procedures and requirements.

4.4

Variations in the quality of service and/or products from required standards are detected and reported in accordance with established procedures.

4.5

Additional information or follow-up action is completed in line with customer needs.


Qualifications and Skillsets

UEENEEC010B appears in the following qualifications:

  • UET20511 - Certificate II in National Broadband Network Cabling (Electricity Supply Industry Assets)
  • UEE31810 - Certificate III in Hazardous areas - Instrumentation
  • UEE21910 - Certificate II in Electronics
  • UEE40910 - Certificate IV in Industrial Electronics and Control
  • UEE321111 - Certificate III in Appliance Service
  • UEE21510 - Certificate II in Renewable Energy
  • UEE20907 - Certificate II in Electronic Assembly
  • UEE30210 - Certificate III in Computer Systems Equipment
  • UEE50110 - Diploma of Computer Systems Engineering
  • UEE42110 - Certificate IV in Electrotechnology - Electrical Contracting
  • UEE21610 - Certificate II in Security Assembly and Setup
  • UEE20510 - Certificate II in Computer Assembly and Repair
  • UEE50710 - Diploma of Renewable Energy Engineering
  • UEE62110 - Advanced Diploma of Engineering Technology - Electrical
  • UEE42911 - Certificate IV in Refrigeration and Air-conditioning Systems
  • UEE20407 - Certificate II in Winding and Assembly
  • UEE21407 - Certificate II in Remote Area Power Supply Maintenance
  • UEE40110 - Certificate IV in Computer Systems
  • UEE21310 - Certificate II in Remote Area Essential Service
  • UEE30407 - Certificate III in Data and Voice Communications
  • UEE31107 - Certificate III in Gaming Electronics
  • UEE50210 - Diploma of Electrical and Instrumentation
  • UEE40410 - Certificate IV in Electrical - Instrumentation
  • UEE40810 - Certificate IV in Electrical - Fire Protection Control Systems
  • UEE30607 - Certificate III in Electrical Machine Repair
  • UEE32211 - Certificate III in Air-conditioning and Refrigeration
  • UEE40610 - Certificate IV in Electrotechnology - Systems Electrician
  • UEE41510 - Certificate IV in Video and Audio Systems
  • UEE51111 - Diploma of Engineering Technology - Refrigeration and Air-conditioning
  • UEE50510 - Diploma of Electronics and Communications Engineering
  • UEE22107 - Certificate II in Sustainable Energy (Career Start)
  • UEE41110 - Certificate IV in Electrical - Lift Systems
  • UEE40210 - Certificate IV in Electrical - Data and Voice Communications
  • UEE42610 - Certificate IV in Hazardous areas - Electrical
  • UEE20111 - Certificate II in Split Air-conditioning and Heat Pump Systems
  • UEE42811 - Certificate IV in Air-conditioning Systems Energy Management and Control
  • UEE42410 - Certificate IV in Hazardous areas - Industrial control
  • UEE61710 - Advanced Diploma of Engineering Technology - Electronic
  • UEE20810 - Certificate II in Electrical Wholesaling
  • UEE10110 - Certificate I in ElectroComms Skills
  • UEE40310 - Certificate IV in Electrical Installation Inspection and Audits
  • UEE20707 - Certificate II in Data and Voice Communications
  • UEE42010 - Certificate IV in Electrical - Photovoltaic Systems
  • UEE41610 - Certificate IV in Renewable Energy
  • UEE30910 - Certificate III in Electronics and Communications
  • UEE32010 - Certificate III in Renewable Energy - ELV
  • UEE31507 - Certificate III in Rail - Communications and Networks
  • UEE21107 - Certificate II in Gaming Machines Servicing
  • UEE22010 - Certificate II in Electrotechnology (Career Start)
  • UEE51010 - Diploma of Instrumentation and Control Engineering
  • UEE61810 - Advanced Diploma of Engineering Technology - Computer Systems
  • UEE30107 - Certificate III in Business Equipment
  • UEE30807 - Certificate III in Electrotechnology Electrician
  • UEE40510 - Certificate IV in Electrical - Air-conditioning Systems
  • UEE41710 - Certificate IV in Rail - Communications and Network Systems
  • UEE31910 - Certificate III in Explosion-protected equipment overhaul
  • UEE62411 - Advanced Diploma of Engineering Technology - Air-conditioning and Refrigeration
  • UEE31410 - Certificate III in Security Equipment
  • UEE50410 - Diploma of Electrical Engineering
  • UEE21710 - Certificate II in Technical Support
  • UEE50310 - Diploma of Electrical and Refrigeration and Air-conditioning
  • UEE62010 - Advanced Diploma of Engineering Technology - Renewable Energy
  • UEE31710 - Certificate III in Hazardous areas - Electrician
  • UEE41910 - Certificate IV in Electrical - Renewable Energy
  • UEE50910 - Diploma of Industrial Electronics and Control Engineering
  • UEE41210 - Certificate IV in Electrical - Rail Signalling
  • UEE31007 - Certificate III in Fire Protection Control
  • UEE20207 - Certificate II in Business Equipment Servicing
  • UEE41010 - Certificate IV in Energy Management and Control
  • UEE30310 - Certificate III in Custom Electronics Installations
  • UEE42711 - Certificate IV in Air-conditioning and Refrigeration Servicing
  • UEE31210 - Certificate III in Instrumentation and Control
  • UEE30707 - Certificate III in Switchgear and Control Gear
  • UEE50810 - Diploma of Research and Development
  • UEE40710 - Certificate IV in Electronics and Communications
  • UEE20607 - Certificate II in Custom Electronics Assembly and Setup
  • UEE21007 - Certificate II in Fire Alarms Servicing
  • UEE21207 - Certificate II in Antennae Equipment
  • UEE42210 - Certificate IV in Instrumentation and Control