Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
communication and negotiation skills to:
work effectively with internal and external customers
listen in order to understand customer service deployment issues and undertake necessary action
literacy skills to clearly articulate requirements in work requests
numeracy skills to read and enter data
planning and organising skills to manage own tasks within required timeframes
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities
manage stress
work in a team environment
time-management skills to work effectively in times of peak or fluctuating demand.
Required knowledge
industry-specific terminology
legislative and regulatory requirements relevant to the deployment of customer service field staff
operational environment, including customer base, company products and services
organisational policy, procedures, culture, values, mission, business goals and standards relevant to deploying customer service field staff
work deployment systems.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Job may include: | customer visits to provide services or to assess for service provision or sales installation, maintenance and repair of products or services on customer site work duties requiring travel to another site. |
Resources may include: | personnel, including field operatives products tools and equipment transport. |
Manual despatch may include: | email facsimile message service telephone call. |
Job details may include: | details required to identify and specify the work to be undertaken estimated work time and work required name and address of customer or work site payment details special instructions. |
Communication may include: | email facsimile telephone transmission of work or job request electronically. |
Business protocols may include: | approved business requirements for the use of communications and work requests guidelines for completion of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist