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Evidence Guide: ICTWOR308 - Provide customer service to telecommunications 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

 

ICTWOR308 - Provide customer service to telecommunications customers

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

Establish contact with customers

  1. Greet customer in a professional, courteous and concise manner according to enterprise requirements
  2. Maintain personal presentation according to enterprise requirements
  3. Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
  4. Respond appropriately to customer requests and use effective communication strategies that reflect customer support needs
  5. Establish rapport with customer by expressing a genuine interest in customer requirements
Greet customer in a professional, courteous and concise manner according to enterprise requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain personal presentation according to enterprise requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond appropriately to customer requests and use effective communication strategies that reflect customer support needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish rapport with customer by expressing a genuine interest in customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify telecommunications installation requirements

  1. Use active listening and questioning techniques to clarify installation requirements
  2. Identify details of existing and proposed telecommunications and/or cabling work
  3. Establish intended uses of equipment and associated cabling requirements
  4. Discuss benefits and disadvantages of alternative cabling or equipment as required
  5. Convey information respectfully and clearly
Use active listening and questioning techniques to clarify installation requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify details of existing and proposed telecommunications and/or cabling work

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish intended uses of equipment and associated cabling requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss benefits and disadvantages of alternative cabling or equipment as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey information respectfully and clearly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify installation locations

  1. Assess potential locations to ensure accuracy of installation
  2. Propose locations and confirm with customer
  3. Review existing plans and verify that proposed locations match enterprise preferred locations
  4. Scope activities to avoid work, health and safety (WHS) hazards
Assess potential locations to ensure accuracy of installation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Propose locations and confirm with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review existing plans and verify that proposed locations match enterprise preferred locations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Scope activities to avoid work, health and safety (WHS) hazards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service/s to customers

  1. Establish availability, security, safety and other constraints on use of existing systems
  2. Communicate information according to enterprise code of conduct
  3. Implement enterprise procedures to install equipment and/or cabling according to industry standards and manufacturer specifications
Establish availability, security, safety and other constraints on use of existing systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate information according to enterprise code of conduct

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement enterprise procedures to install equipment and/or cabling according to industry standards and manufacturer specifications

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work as a team to provide customer service

  1. Acknowledge workplace team in providing customer service
  2. Agree on and establish a set of team goals and procedures in providing customer service
  3. Contribute to and support other team member goals to achieve quality customer service outcomes
  4. Review team goals and processes, as part of the team, to ensure continuous improvement of services provided to customers
Acknowledge workplace team in providing customer service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree on and establish a set of team goals and procedures in providing customer service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to and support other team member goals to achieve quality customer service outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review team goals and processes, as part of the team, to ensure continuous improvement of services provided to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer feedback

  1. Seek, recognise and acknowledge customer feedback in order to improve personal performance and/or behaviour
  2. Respond according to enterprise procedures and legislative requirements
  3. Identify unmet needs and evaluate suitable ways to action feedback
  4. Assist customers to contact other services according to enterprise policies and procedures
Seek, recognise and acknowledge customer feedback in order to improve personal performance and/or behaviour

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond according to enterprise procedures and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify unmet needs and evaluate suitable ways to action feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers to contact other services according to enterprise policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise customer interaction

  1. Complete all required documents promptly and accurately according to enterprise policies and procedures
  2. File completed documentation according to enterprise policies and procedures
Complete all required documents promptly and accurately according to enterprise policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File completed documentation according to enterprise policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge