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 information and advice across all media
deal effectively with internal and external customers in a range of situations
use active listening and questioning to pick up and explore subtle comments or tones that may help understand or resolve the issue
customer service skills to negotiate mutually acceptable outcomes with defaulting customers
negotiation skills to get a positive result to a difficult situation or contact
numeracy skills to analyse, understand and manipulate data as required during contact
problemsolving skills to resolve problems in the most effective and efficient manner
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities
work in a team environment.
Required knowledge
conflict resolution and negotiation techniques to facilitate effective resolution of customer service issues
customer service protocols
escalation processes
legislative, regulatory and industry code requirements relating to account requirements
organisational billing and credit procedures
organisational financial delegations and authorisation limits
product and service charges
risk assessment and management principles
stress-management techniques to avoid burnout and personal pressure.
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.
Receivingcustomer enquiry may include: | direct contact with customer escalated enquiry referred contact with customer written enquiry by letter, email or facsimile. |
Hardship programsmay include: | agreed position to avoid severance of service extended payment arrangements financial and budgeting counselling or advice reduced payment arrangements referral to financial counsellors. |
Relevant legislation, codes, regulations and standardsmay include: | credit and finance Acts Consumer Credit Code 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 |
Payment optionsmay include: | consideration of future payments due extended payment due date postponed payment reasonable payment up front and extended terms reduced payments over extended term. |
Service or product cancellationmay include: | recall of product or equipment termination of service, such as electricity or mobile phone service. |
Credit-management proceduresmay include: | call-handling processes escalation processes financial delegation and authorisation limits hardship policies internally developed guidelines referral to specialist groups. |
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