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Evidence Guide: MSL915003 - Provide information 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

 

MSL915003 - Provide information to customers

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

Prepare response

  1. Locate and obtain required information
  2. Decide whether to obtain or generate additional information given the priority and costs involved
  3. Seek required approval/authority to release information before proceeding
Locate and obtain required information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Decide whether to obtain or generate additional information given the priority and costs involved

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek required approval/authority to release information before proceeding

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess the request for information and/or advice

  1. Clarify and confirm the source, nature and priority of the request
Clarify and confirm the source, nature and priority of the request

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record the receipt of the request in accordance with workplace procedures

  1. Locate and obtain required information
Locate and obtain required information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Decide whether to obtain or generate additional information given the priority and costs involved

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek required approval/authority to release information before proceeding

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and/or advice

  1. Ensure that information is accurate, relevant and complies with workplace/statutory requirements
Ensure that information is accurate, relevant and complies with workplace/statutory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Keep the customer informed of progress when it is not possible to answer immediately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Notify other relevant personnel of request and response in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use most appropriate communication method given priority, cost and customer facilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information in a format suitable to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check that the response met the customer's needs and take appropriate actions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record details of the request and response

  1. Record all information details accurately in accordance with workplace procedures
Record all information details accurately in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure that all written information is accurate and/or legible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File all records in the designated place and in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge