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Evidence Guide: BSBOPS203 - Deliver a service to customers

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

 

BSBOPS203 - Deliver a service to customers

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

Establish contact with customers

  1. Greet customers according to organisational requirements
  2. Share relevant information with customers
  3. Identify and respond to specific customer requirements
  4. Express interest in customer needs and develop rapport with customer
Greet customers according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share relevant information with customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and respond to specific customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Express interest in customer needs and develop rapport with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs

  1. Ask questions to identify customer needs
  2. Assess customer needs for urgency and identify priorities for service delivery
  3. Provide customer with information about available options
  4. Assess limitations in addressing customer needs and seek assistance from designated persons, where required
Ask questions to identify customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess customer needs for urgency and identify priorities for service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer with information about available options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess limitations in addressing customer needs and seek assistance from designated persons, where required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide service to customers

  1. Confirm details of service and delivery with customer according to organisational requirements
  2. Convey information regarding problems and delays, and followup within appropriate timeframes, where required
  3. Identify opportunities to enhance the quality of service and products, and take action to improve the service
Confirm details of service and delivery with customer according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey information regarding problems and delays, and followup within appropriate timeframes, where required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify opportunities to enhance the quality of service and products, and take action to improve the service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer feedback

  1. Seek customer feedback and handle according to organisational and legislative requirements
  2. Record feedback and communication between customer and the organisation according to organisational requirements
  3. Identify any unmet customer needs and discuss suitability of alternative products or services
  4. Encourage customers to maintain contact with organisation for future needs
Seek customer feedback and handle according to organisational and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record feedback and communication between customer and the organisation according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any unmet customer needs and discuss suitability of alternative products or services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage customers to maintain contact with organisation for future needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

deliver a service to at least three different customers.

In the course of the above, the candidate must:

greet the customer and establish rapport according to organisational requirements

identify customer needs using interpersonal skills

provide prompt service to address customer needs

identify and follow up opportunities to increase the quality of service and products

respond to and record all customer feedback according to organisational standards, policies and procedures.

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

key provisions of customer service legislation and consumer law

requirements for responding to the needs of customers from a diverse background

workplace organisational policies and procedures relating to customer service and the customer service process.