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.
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Greet and serve customers. | 1.1.Prioritise customers ahead of other workplace duties. 1.2.Greet customers according to organisational customer service standards. 1.3.Communicate with customers in a clear and professional manner. 1.4.Explain and match products and services to customer needs. |
2. Work with others to deliver service. | 2.1.Identify personal limitations in serving the needs of customers and seek assistance from others where appropriate. 2.2.Follow directions of supervisors and managers to deliver quality service. 2.3.Resolve routine customer problems according to own level of responsibility and organisational policy. 2.4.Escalate other service issues to a higher level staff member for action in line with organisational procedures. |
3. Provide feedback on customer service. | 3.1.Report service issues and customer problems as they arise. 3.2.Provide customer feedback to relevant supervisors or managers. |
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
identify customer requirements and provide effective customer service to two different internal and two different external customers to meet requirements
interact with above customers in line with organisational customer service standards and within designated organisational response times
demonstrate procedures to respond to three different customer problems according to organisational policies and procedures
identify situations where problems are beyond own level of responsibility, and process to escalate in line with organisational policies and procedures
seek informal feedback from customers on above activities.
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
importance of the customer in the service industries
customer service standards expected in the service industries
profiles of different types of customers:
external
internal
new
regular or repeat
visitors
value and role of customer feedback in improving service delivery
presentation standards for:
customer environment
customer service personnel
documents and promotional materials
customer service policies and procedures:
application of booking or cancellation fees
response times for acknowledging and greeting customers
response times for delivering products and services
customer service policies for resolving routine customer problems
policies regarding product pricing and quality
processing refunds and exchanges
empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation
policies for escalating and reporting service issues and customer problems
procedures for responding to routine customer problems:
incorrect pricing of products and services
delays or errors in providing products or services
misunderstanding customer requests.
Skills must be demonstrated in an operational business environment where customers are served. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
organisational policies and procedures relating to:
customer service standards
designated response times
presentation standards
dealing with customer problems
recording and reporting customer feedback
internal and external customers with whom the individual can interact; these can be:
customers in an industry workplace during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.