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Evidence Guide: FNSCUS403A - Deliver a professional 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

 

FNSCUS403A - Deliver a professional service to customers

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

Project a positive organisational image

  1. Communication with customers is courteous, helpful and appropriate to the relationship and the purpose of the interaction
  2. Presentation is at all times consistent with the organisation’s standards and philosophy
Communication with customers is courteous, helpful and appropriate to the relationship and the purpose of the interaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Presentation is at all times consistent with the organisation’s standards and philosophy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs and expectations

  1. Customer’s needs and expectations are clarified
  2. Special requirements of customers are identified and considered when providing service
Customer’s needs and expectations are clarified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Special requirements of customers are identified and considered when providing service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer service

  1. Information based on knowledge of products and/or services is provided to satisfy customer’s needs
  2. Information, if not immediately available, is sourced and/or customer referred to appropriate personnel
  3. Confirmation is sought from customer that needs and, where practical, expectations have been met
  4. Customer service feedback is recorded and provided to appropriate personnel to assist in evaluating whether customer service needs have been met
Information based on knowledge of products and/or services is provided to satisfy customer’s needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information, if not immediately available, is sourced and/or customer referred to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirmation is sought from customer that needs and, where practical, expectations have been met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer service feedback is recorded and provided to appropriate personnel to assist in evaluating whether customer service needs have been met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain customer confidentiality

  1. Customer related business is discussed only in the context of the workplace
  2. Customer information is not released except as indicated in organisation policies, procedures and relevant legislation
Customer related business is discussed only in the context of the workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer information is not released except as indicated in organisation policies, procedures and relevant legislation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

apply a range of communication skills and the knowledge of products, services and legislation to interact with customers and provide good service

give consideration of, and adaptation to, any special needs of customers, including cultural, ethnic origin, socio-economic status and demographic needs.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisational records

access to organisational policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

simulated tasks involving preparation of reports from supplied data

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work.

Guidance information for assessment

Required Skills and Knowledge

Required skills

communication skills to:

determine and confirm customer requirements, using questioning and active listening as required

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

prepare responses to meet client enquiries

literacy skills to read documents and complete forms and transaction records accurately

numeracy and IT skills to:

access and use computer-based service systems

access and use internet information

organisational skills, including the ability to plan and sequence work

problem solving skills to address customer service issues

teamwork skills to work cooperatively with others

technology skills to utilise customer management and recording systems

reading skills to:

read and understand relevant legislation, regulation and codes of practice

read and interpret organisational procedures

writing skills to accurately record information.

Required knowledge

customer service principles and practice

knowledge and general understanding of the principal legislation covering consumer service, privacy and the delivery of financial services

organisation policies, procedures and protocols

scope of capacity to offer advice on financial products and services and their benefits and applications within the requirements of the Financial Services Reform Act (FSRA).

Range Statement

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.

Special requirements of customers may include:

the needs of people from different cultural backgrounds and/or ages

those with a disability

those with specific financial needs or considerations.

Customer confidentiality may include:

any requirements under legislation such as legislation relating to Consumer Credit and Privacy

standards described by the organisation’s policies and procedures.

Organisational policies, procedures and relevant legislation may include:

Consumer legislation, regulation and policy

Competition

Australian Competition and Consumer Commission (ACCC)

Prudential

Credit Reference Association of Australia (CRAA)

Electronic Funds Transfer (EFT) Code of Conduct

Financial Transaction Reports Act

Cheques and Payment Orders Act

Bills of Exchange Act.