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 skills to articulate effectively over the required channels
customer service skills to deliver required level and quality of customer service
interpersonal and communication skills to:
establish rapport and build relationships with customers from a range of backgrounds
handle difficult customers
listen and question to understand and clarify the needs of customers
use clear, simple and easy to understand language
numeracy skills to analyse, calculate and validate data
planning and organising skills to manage own tasks within required timeframes
selfmanagement skills to:
comply with policies and procedures
manage stress
seek learning and development opportunities
time-management skills to handle peak periods of activity in a positive and enthusiastic manner.
Required knowledge
operational environment – customer base, company products and services
organisational communication channels
organisational performance and customer service expectations
organisational policies, procedures, protocols and guidelines, including financial delegation policy
principles of customer service
stress and time-management techniques
technology and 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.
Customer contactmay include: | email and other electronic communications facetoface facsimile internal, external and outsourced customers letter telephone. |
Contact guides or scriptsmay relate to: | contact-closing technique contact flow features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements. |
Sources of informationmay include: | brochures and pamphlets campaign briefs internet and intranet instruction or product manuals. |
Product and service expertisemay include: | knowledge of the features and functions of: goods, products and services ideas infrastructure private and public sets of benefits. |
Enterprise policies and proceduresmay include: | adherence to scheduling financial and decision-making delegations referral and escalation paths scope of the services to be provided. |
Equipment and systemsmay include: | computer and telecommunications equipment, which may be modified for use by people with a disability information management systems workflow management systems. |
Technologymay include: | multichannel communication, including: computer equipment telecommunications equipment. |
Responding appropriatelymay include: | recording details in enterprise systems discussing, agreeing and recording supply arrangements with customers discussing and agreeing on payment options with customers conducting a credit check. |
Customer retention optionsmay include: | loyalty programs or incentives offering value-added services or products recontracting special offers as determined by the enterprise from time to time. |
Outsource environmentmay include customer contact environment: | servicing customers of another enterprise or business unit by agreement taking contacts for multiple enterprises taking overflow calls for another enterprise. |
Organisational regulations and standardsmay include: | Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act |
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