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Evidence Guide: AVII0004 - Provide quality customer service

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVII0004 - Provide quality customer service

What evidence can you provide to prove your understanding of each of the following citeria?

Identify and assess customer needs and expectations

  1. Different types of customers are accurately identified according to age, personality and cultural background
Different types of customers are accurately identified according to age, personality and cultural background

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Individual customer needs and expectations are correctly identified, and products and services appropriate to identified needs and expectations are provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver high quality service

  1. Customers are greeted in a polite and friendly manner
Customers are greeted in a polite and friendly manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Trust, goodwill and satisfaction are developed through effective communication strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requests are met whenever possible and within reasonable limits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer dissatisfaction is recognised and appropriate action taken to resolve the problem

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Potential problems are anticipated and action taken to minimise the effect on customer satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to enhance the delivery of quality customer service are identified and actions, such as offers of assistance, building rapport, and intuitive identification of unstated customer needs, are implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate non-verbal communication is used to deliver quality service outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with difficult customer situations

  1. Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner appropriate to the customer’s cultural background
Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner appropriate to the customer’s cultural background

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Nature and details of customer complaints are established and agreed on

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own responsibility

Completed
Date:

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Unresolved customer complaints are referred to a higher authority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

All associated documentation is accurately and legibly completed in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge
Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.