This unit of competency defines the skills and knowledge required to provide comprehensive assistance to customers. It includes identifying a customer's relationship to the enterprise and determining how service could be improved.

Applications of this unit would typically be found in warehouses, service and design departments, and relate to internal or external customers, across a range of products and services. This may include the taking of one-off or special orders requiring detailed descriptions, the handling of complaints referred for more detailed assistance than the initial point of contact, and work as a designated liaison officer.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Band: B

Unit Weight: 2

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

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.

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.
Customer liaison includes using one (1) or more of the following:	telephone written forms email face-to-face contact digital/electronic tools
Customer requirements include one (1) or more of the following:	price delivery date quantity quality specifications
Communication skills include one (1) or more of the following:	active listening asking and answering questions appropriate body language plain English politeness assertiveness building rapport calmness patience empathy effective verbal communication clarifying/checking meaning addressing/minimising communication barriers
Appropriate actions to implement customer requirements include one (1) or more of the following:	filling or entering order corrective action to resolve complaints repair or service to customer equipment
Sources of complaint or issue include one (1) or more of the following:	damaged goods poor service delayed delivery goods not received incorrect specifications difficult customer
Processes for resolving complaint include one (1) or more of the following:	replacement repair price reduction providing additional or improved service explanation apology referral to appropriate personnel or other supplier suggest alternative product / service
Customer relationships include one (1) or more of the following:	internal external repeat one-off new established significance in terms of purchase size, length of association, company status and relationship previous history special service requirements or conditions reciprocal arrangements supply chain relationship
Opportunities for improving customer service include one (1) or more of the following:	new documentation new communication system improvements delivery improvements product or service improvements

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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice	Yes	No	Comments/feedback
Follow standard operating procedures and comply with work, health and safety (WHS) requirements at all times
Identify customer requirements from order or other verbal or written communication
Undertake appropriate action to implement customer requirements
Apply active listening skills and receive complaint information to ensure a thorough understanding of customer complaint
Record products and services provided to customer, and any other customer information that can help to improve future relations

Assessment Cover Sheet

MEM16003 - Provide advanced customer service

Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

MEM16003 - Provide advanced customer service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: