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 WRBCS203B, 'Provide service to clients'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Provide service to clients' 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 and Performance Criteria
Communication with clients is conducted according to workplace policies and procedures.
Client customer service needs and reasonable requests are met or referred to supervisor according to workplace policies.
Client card is sourced from file or new card established.
Client information is noted in record system according to workplace policies and procedures and relevant legislation.
Client is directed to designated area for specific beauty services.
Deliver customer service to clients
Possible problems are identified, anticipated and action is taken to minimise client dissatisfaction.
Opportunities to deliver additional levels of beauty services beyond the client's immediate request are recognised and acted upon.
Client is farewelled according to workplace policies and procedures.
Verbal and non-verbal communication is used to develop rapport and maintain contact with client during customer service delivery.
Repeat custom is encouraged by promotion of appropriate beauty services or products according to workplace policies and procedures.
Sales, returns or refunds are processed according to workplace policies and procedures.
Appointments are scheduled according to length of time required for service/s, availability of staff and rooms and workplace policies and procedures.
Appointments are confirmed with client and details recorded.
Respond to client complaints
Nature of complaint is established by active listening and questioning and confirmed with the client.
Complaint resolution procedures are implemented.
Unresolved complaints are promptly referred to supervisor.
Opportunities are taken to turn incidents of client dissatisfaction into a demonstration of high quality customer service in line with workplace policies and procedures.
Documentation regarding client dissatisfaction or complaints is completed.
Follow-up action is taken as necessary to ensure client satisfaction.
Identify clients' special customer service needs/requirements
Clients with special needs or requirements are identified promptly by observation and questioning.
A willingness to assist is conveyed verbally and non verbally.
Client needs are promptly serviced, referred or redirected as required.