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

MSMPMC326 Mapping and Delivery Guide
Deliver customer service

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MSMPMC326 - Deliver customer service
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to deliver customer service in a manufacturing workplace. It applies to customers within the organisation and external customers, including, where the operator takes orders or delivers product. This unit applies to operators who are required to use discretion and judgement to identify customer requirements; ensure products meet customer requirements; deal with customer requests and identify areas for improvement. Operators are required to work autonomously and apply communication and technical knowledge and skills to meet customer requirements; interpret and provide technical information and deal with problems or contingencies.This unit applies to an individual working alone or as part of a team or group and in liaison with other shift team members, team leader and supervisor. No licensing or certification requirements exist at the time of publication. Relevant legislation, industry standards and codes of practice within Australia must be applied.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Support
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: Identify customer requirements
  • Identify company and team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements
  • Identify own role in meeting customer requirements
       
Element: Respond to customer requirements
  • Display a helpful and courteous attitude when responding to customer enquiries
  • Use effective questioning and listening techniques to identify customer requirements
  • Maintain product knowledge and give customers up to date information and advice
  • Use quality assurance systems to ensure products and services meet customer requirements
  • Follow up customer requests and provide feedback to customers in a timely manner
  • Complete all company documentation
       
Element: Improve customer service
  • Identify methods of improving customer service and make recommendations to appropriate personnel for improvements
  • Implement improvements in customer service
  • Provide reports and appropriate feedback
       

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.
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
Identify company and team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements 
Identify own role in meeting customer requirements 
Display a helpful and courteous attitude when responding to customer enquiries 
Use effective questioning and listening techniques to identify customer requirements 
Maintain product knowledge and give customers up to date information and advice 
Use quality assurance systems to ensure products and services meet customer requirements 
Follow up customer requests and provide feedback to customers in a timely manner 
Complete all company documentation 
Identify methods of improving customer service and make recommendations to appropriate personnel for improvements 
Implement improvements in customer service 
Provide reports and appropriate feedback 

Forms

Assessment Cover Sheet

MSMPMC326 - Deliver 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

MSMPMC326 - Deliver 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: