Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCUS201A, 'Deliver a service to customers'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Deliver a service to customers' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Establish contact with customers | 1.1. Acknowledge and greet customer in a professional, courteous and concise manner according to organisational requirements 1.2. Maintain personal dress and presentation in line with organisational requirements 1.3. Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information 1.4. Maintain sensitivity to customer specific needs and any cultural, family and individual differences 1.5. Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements |
2. Identify customer needs | 2.1. Use appropriate questioning and active listening to determine customer needs 2.2. Assess customer needs for urgency to identify priorities for service delivery 2.3. Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s 2.4. Identify personal limitations in addressing customer needs and seek assistance from designated persons where required |
3. Deliver service to customers | 3.1. Provide prompt customer service to meet identified needs according to organisational requirements 3.2. Provide information regarding problems and delays, and follow-up within appropriate timeframes as necessary 3.3. Communicate with customers in a clear, concise and courteous manner 3.4. Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible |
4. Process customer feedback | 4.1. Promptly recognise customer feedback and handle sensitively according to organisational requirements 4.2. Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures 4.3. Identify any unmet customer needs and discuss suitability of other products/services 4.4. Support customers to make contact with other services according to organisational policies and procedures |