List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT | 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 Investigate, identify, assess, and include the needs of customers in planning processes 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers |
2 Ensure delivery of quality products and services | 2.1 Deliver products and services to customer specifications within organisation’s business plan 2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards 2.3 Help colleagues overcome difficulties in meeting customer service standards |
3 Monitor, adjust and review customer service | 3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3 Develop, procure and use resources effectively to provide quality products and services to customers 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and processes |
Evidence of the ability to:
develop and manage organisational systems for quality customer service
develop and review plans, policies and procedures for delivering and monitoring quality customer service
implement policies and procedures to ensure quality customer service
solve complex customer complaints and system problems that lead to poor customer service
monitor and assist teams to meet customer service requirements
develop, procure and use human and physical resources to support quality customer service delivery.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
outline the legislative and regulatory context of the organisation relevant to customer service
describe organisational policy and procedures for customer service including handling customer complaints
identify service standards and best practice models
summarise public relations and product promotion
outline techniques for dealing with customers including customers with specific needs
explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
customer behaviour
customer needs research
customer relations
ongoing product and/or service quality
problem identification and resolution
quality customer service delivery
record keeping and management methods
strategies for monitoring, managing and introducing ways to improve customer service relationships
strategies to obtain customer feedback.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
legislation, regulations and codes of practice related to customer service
business technology
workplace documentation and resources
complex customer complaints
case studies and, where possible, real situations
interaction with others.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.