Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

FNSCUS301 Mapping and Delivery Guide
Respond to customer enquiries

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSCUS301 - Respond to customer enquiries
Description
Employability Skills
Learning Outcomes and Application This unit covers the skills and knowledge required to determine, confirm and provide a comprehensive answer to customer enquiries about financial products or services.It applies to individuals who effectively communicate specialised information within a primary customer contact role in a financial service environment.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

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:

common office equipment, technology, software and consumables

organisational records, policy and procedures.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Obtain details of customer and nature of enquiry
  • Clarify nature of enquiry and obtain all details
  • Identify and confirm whether enquiry is within scope of responsibility or authority area
  • Decide whether enquiry can be satisfied immediately or further investigation is needed, and inform customer
  • Provide a response in accordance with organisational procedures if enquiry can be answered directly
  • Provide explanation to customer if further investigation required and agree on timeframe for follow up
  • Obtain customer details
       
Element: Research information relevant to enquiry
  • Identify sources of information so that appropriate response can be provided within authority levels
  • Obtain, organise and analyse information to provide an accurate and satisfactory response
       
Element: Determine suitable response to enquiry
  • Prepare response in line with organisational procedures, guidelines and authorities, and within accepted timeframe
  • Provide a comprehensive, clear response, delivered in most appropriate form and within agreed timeframe
       
Element: Communicate information to customer
  • Provide written or oral responses in clear, simple and easy to understand language
  • Treat customers courteously and encourage an ongoing relationship
  • Consider and take into account customers’ special needs
  • Attend promptly to any further queries from customers
  • Undertake checks and/or follow up to ensure that response satisfies customer needs
       
Element: Update relevant records
  • Collect information on nature and frequency of enquiries for evaluation
  • Record details of enquiry as required by organisational procedures
       


Evidence Required

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. Obtain details of customer and nature of enquiry

1.1 Clarify nature of enquiry and obtain all details

1.2 Identify and confirm whether enquiry is within scope of responsibility or authority area

1.3 Decide whether enquiry can be satisfied immediately or further investigation is needed, and inform customer

1.4 Provide a response in accordance with organisational procedures if enquiry can be answered directly

1.5 Provide explanation to customer if further investigation required and agree on timeframe for follow up

1.6 Obtain customer details

2. Research information relevant to enquiry

2.1 Identify sources of information so that appropriate response can be provided within authority levels

2.2 Obtain, organise and analyse information to provide an accurate and satisfactory response

3. Determine suitable response to enquiry

3.1 Prepare response in line with organisational procedures, guidelines and authorities, and within accepted timeframe

3.2 Provide a comprehensive, clear response, delivered in most appropriate form and within agreed timeframe

4. Communicate information to customer

4.1 Provide written or oral responses in clear, simple and easy to understand language

4.2 Treat customers courteously and encourage an ongoing relationship

4.3 Consider and take into account customers’ special needs

4.4 Attend promptly to any further queries from customers

4.5 Undertake checks and/or follow up to ensure that response satisfies customer needs

5. Update relevant records

5.1 Collect information on nature and frequency of enquiries for evaluation

5.2 Record details of enquiry as required by organisational procedures

Evidence of the ability to:

treat customers courteously and respond effectively to a range of enquiries that satisfy customer needs and achieve company outcomes

maintain up-to-date knowledge or access accurate information to respond to customer enquiries

adhere to customer service processes and procedures

consider and respond appropriately to customers with special needs following organisational procedures

collect, record and update data and information as required following organisational procedures.

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:

describe company policy, procedures and requirements relevant to responding to customer enquiries

discuss the application of privacy and confidentiality requirements covered in organisational procedures and relevant legislation

identify and describe sources of information to access in response to customer enquiries

discuss the application of key requirements of relevant legislation and industry codes of practice

describe different customer groups and types of information typically sought

Submission Requirements

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

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Obtain details of customer and nature of enquiry

1.1 Clarify nature of enquiry and obtain all details

1.2 Identify and confirm whether enquiry is within scope of responsibility or authority area

1.3 Decide whether enquiry can be satisfied immediately or further investigation is needed, and inform customer

1.4 Provide a response in accordance with organisational procedures if enquiry can be answered directly

1.5 Provide explanation to customer if further investigation required and agree on timeframe for follow up

1.6 Obtain customer details

2. Research information relevant to enquiry

2.1 Identify sources of information so that appropriate response can be provided within authority levels

2.2 Obtain, organise and analyse information to provide an accurate and satisfactory response

3. Determine suitable response to enquiry

3.1 Prepare response in line with organisational procedures, guidelines and authorities, and within accepted timeframe

3.2 Provide a comprehensive, clear response, delivered in most appropriate form and within agreed timeframe

4. Communicate information to customer

4.1 Provide written or oral responses in clear, simple and easy to understand language

4.2 Treat customers courteously and encourage an ongoing relationship

4.3 Consider and take into account customers’ special needs

4.4 Attend promptly to any further queries from customers

4.5 Undertake checks and/or follow up to ensure that response satisfies customer needs

5. Update relevant records

5.1 Collect information on nature and frequency of enquiries for evaluation

5.2 Record details of enquiry as required by organisational procedures

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
Clarify nature of enquiry and obtain all details 
Identify and confirm whether enquiry is within scope of responsibility or authority area 
Decide whether enquiry can be satisfied immediately or further investigation is needed, and inform customer 
Provide a response in accordance with organisational procedures if enquiry can be answered directly 
Provide explanation to customer if further investigation required and agree on timeframe for follow up 
Obtain customer details 
Identify sources of information so that appropriate response can be provided within authority levels 
Obtain, organise and analyse information to provide an accurate and satisfactory response 
Prepare response in line with organisational procedures, guidelines and authorities, and within accepted timeframe 
Provide a comprehensive, clear response, delivered in most appropriate form and within agreed timeframe 
Provide written or oral responses in clear, simple and easy to understand language 
Treat customers courteously and encourage an ongoing relationship 
Consider and take into account customers’ special needs 
Attend promptly to any further queries from customers 
Undertake checks and/or follow up to ensure that response satisfies customer needs 
Collect information on nature and frequency of enquiries for evaluation 
Record details of enquiry as required by organisational procedures 

Forms

Assessment Cover Sheet

FNSCUS301 - Respond to customer enquiries
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

FNSCUS301 - Respond to customer enquiries

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: