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 Assist customer to articulate needs | 1.1 Ensure customer needs are fully explored, understood and agreed 1.2 Explain and match available services and products to customer needs 1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate |
2 Satisfy complex customer needs | 2.1 Explain possibilities for meeting customer needs 2.2 Assist customers to evaluate service and/or product options to satisfy their needs 2.3 Determine and prioritise preferred actions 2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner |
3 Manage networks to ensure customer needs are addressed | 3.1 Establish effective regular communication with customers 3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation 3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable 3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services 3.5 Maintain records of customer interaction in accordance with organisational procedures |
Evidence of the ability to:
communicate effectively with customers including
helping customers to articulate their needs and evaluate options
explaining products/services and how they match customer needs
establishing regular communication
explaining customer rights and responsibilities
address customer’s needs
use organisational procedures to document customer satisfaction
develop and maintain networks to support meeting customer needs
identify potential difficulties in meeting customer needs and taking appropriate action.
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:
explain organisational procedures and standards for establishing and maintaining customer service relationships
describe informed consent
explain consumer rights and responsibilities
describe ways to establish effective regular communication with customers
outline details of products or services including with reference to:
possible alternative products and services
variations within a limited product and service range.
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:
office equipment and resources
business technology
organisational policies, procedures, quality systems, manuals and guidelines for customer management
examples of products/services and promotional strategies
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.