Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
analytical skills to identify trends and positions of products and services
communication skills to:
interpret customer complaints
monitor and advise on customer service strategies and resolutions
communication skills to:
people with diverse abilities
relate to people from culturally diverse backgrounds
literacy skills to:
edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
prepare general information and papers according to target audience
read and understand a variety of texts
problemsolving skills to:
apply organisational procedures to a range of situations
deal with customer enquiries or complaints
exercise judgement in this application
selfmanagement skills to:
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
Required knowledge
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:
antidiscrimination legislation
ethical principles
codes of practice
privacy laws
occupational health and safety (OHS)
importance of good communication skills and the individual’s role in processing customer complaints
organisational procedures and standards for processing complaints and recommending appropriate action.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customersmay include: | customers with routine or specific requests internal or external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers. |
Complaintsmay include: | different types of severity, formality and sources scenarios where external bodies such as police are required straightforward customer dissatisfaction level of documentation required. |
Effective communicationmay include: | giving customers full attention maintaining eye contact (for facetoface interactions), except where eye contact may be culturally inappropriate speaking clearly and concisely using appropriate language and tone of voice using clear written information/communication using appropriate nonverbal communication (body language) personal presentation (for facetoface interactions). |
Document and review reports relating to customer complaints may include: | completing forms and written reports using audiovisual tapes using computerbased systems. |
Referralsmay include: | external bodies: Ombudsman Independent Commission Against Corruption (ICAC) police relevant superiors in the organisational hierarchy. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist