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 ICTWOR308, 'Provide customer service to telecommunications customers'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Provide customer service to telecommunications 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 |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Establish contact with customers | 1.1 Greet customer in a professional, courteous and concise manner according to enterprise requirements 1.2 Maintain personal presentation according to enterprise requirements 1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information 1.4 Respond appropriately to customer requests and use effective communication strategies that reflect customer support needs 1.5 Establish rapport with customer by expressing a genuine interest in customer requirements |
2. Identify telecommunications installation requirements | 2.1 Use active listening and questioning techniques to clarify installation requirements 2.2 Identify details of existing and proposed telecommunications and/or cabling work 2.3 Establish intended uses of equipment and associated cabling requirements 2.4 Discuss benefits and disadvantages of alternative cabling or equipment as required 2.5 Convey information respectfully and clearly |
3. Identify installation locations | 3.1 Assess potential locations to ensure accuracy of installation 3.3 Propose locations and confirm with customer 3.4 Review existing plans and verify that proposed locations match enterprise preferred locations 3.5 Scope activities to avoid work, health and safety (WHS) hazards |
4. Deliver service/s to customers | 4.1 Establish availability, security, safety and other constraints on use of existing systems 4.2 Communicate information according to enterprise code of conduct 4.3 Implement enterprise procedures to install equipment and/or cabling according to industry standards and manufacturer specifications |
5. Work as a team to provide customer service | 5.1 Acknowledge workplace team in providing customer service 5.2 Agree on and establish a set of team goals and procedures in providing customer service 5.3 Contribute to and support other team member goals to achieve quality customer service outcomes 5.4 Review team goals and processes, as part of the team, to ensure continuous improvement of services provided to customers |
6. Process customer feedback | 6.1 Seek, recognise and acknowledge customer feedback in order to improve personal performance and/or behaviour 6.2 Respond according to enterprise procedures and legislative requirements 6.3 Identify unmet needs and evaluate suitable ways to action feedback 6.4 Assist customers to contact other services according to enterprise policies and procedures |
7. Finalise customer interaction | 7.1 Complete all required documents promptly and accurately according to enterprise policies and procedures 7.2 File completed documentation according to enterprise policies and procedures |