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 MEM16003, 'Provide advanced customer service'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Provide advanced customer service' 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
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. | ||
1 | Identify customer relationship to enterprise | 1.1 | Follow standard operating procedures and comply with work, health and safety (WHS) requirements at all times |
1.2 | Identify customer as a new or repeat customer | ||
1.3 | Obtain and check formal customer identification details for repeat customers and access information according to workplace procedures | ||
1.4 | Capture information on new customers according to workplace procedures | ||
2 | Identify customer requirements | 2.1 | Identify customer requirements from order or other verbal or written communication |
2.2 | Apply product knowledge to answer and address customer questions and support informed purchase decision | ||
2.3 | Communicate clearly the degree to which customer requirements can be met | ||
2.4 | Propose alternatives for any inability to completely satisfy customer requirements | ||
2.5 | Use communication skills to provide positive customer experience | ||
3 | Action customer requirements | 3.1 | Undertake appropriate action to implement customer requirements |
3.2 | Record customer requirements not able to be met immediately, and undertake follow-up checks according to procedures | ||
3.3 | Communicate with customers to inform of service progress or completion, according to workplace procedures | ||
4 | Address customer complaints | 4.1 | Apply active listening skills and receive complaint information to ensure a thorough understanding of customer complaint |
4.2 | Determine source of complaint or issue and report to relevant personnel | ||
4.3 | Determine process for resolving complaint and confirm with customer | ||
4.4 | Action process and maintain communication with customer until completion | ||
4.5 | Assess effectiveness of resolution and report or record outcomes according to work procedures | ||
5 | Promote better customer service | 5.1 | Record products and services provided to customer, and any other customer information that can help to improve future relations |
5.2 | Assess customer service provided and identify and report opportunities for improvement | ||