- PRMCMN202A - Provide effective client service
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
PRMCMN202A Mapping and Delivery Guide
Provide effective client service
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | PRMCMN202A - Provide effective client service |
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Description | This unit of competency involves the skills and knowledge required to provide effective client service. It covers establishing client relationships, identifying client needs and meeting such needs via the delivery of services or by providing information and advice on products and services. The knowledge and skills required will apply to initial or repeat client encounters, either on company or client premises.The unit may be expected to apply to a worker who has routine contact with internal or external clients and is providing routine, well-defined services/products to clients. This unit would usually be carried out under routine supervision, within company guidelines. | ||
Employability Skills | Not Applicable | ||
Learning Outcomes and Application | Not Applicable | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not Applicable | ||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Establish a working relationship with clients |
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Element: Identify client needs |
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Element: Deliver service to clients |
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Element: Provide effective client service on client premises |
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Element: Maintain personal presentation standards and present a professional image |
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Element: Promote the products and services of the organisation to potential and existing clients |
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Element: Present a positive company image using effective communication techniques |
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Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
Critical aspects of competency
Accurate identification of client needs through the use of appropriate interpersonal skills.
Deliver services and respond to client requirements by applying company policy and procedures in a timely and accurate manner.
Ability to clarify the needs and expectations of the client or explore alternative ways of satisfying their needs and expectations.
Detailed knowledge of products and services and the capacity to explain to clients the features and benefits of products and services.
Use effective communication techniques to enable rapport with clients to be established.
Use appropriate presentation techniques and follow company uniform policies in order to maintain a positive company/industry and self-image.
Establish a relationship with clients that engenders integrity and trust that will allow for the provision of effective client service to follow.
Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.
The range of possibilities of company products/services.
Company client service standards.
Importance of client service, good communication and an individual's role in delivering client service.
Client confidentiality provisions.
Client groups - internal and external.
Complaints handling procedures.
Effective communication techniques including summarising and clarifying.
Communication equipment procedures including reporting faults.
Company codes of conduct.
Uniform policies and procedures.
Specific skills needed to achieve the performance criteria
To achieve the performance criteria, some complementary skills are required. These relate to the ability to:
use communication skills that assist in identifying and meeting client needs including:
locating and using information
time management
use analytical skills to interpret and meet client needs
use flexibility to handle variations in client needs
use problem-solving skills
use language skills that allow for adequate communication with the client
use literacy skills to the level required to acquire the required product knowledge
use numeracy skills to the level required to interpret the client requirements and meet their needs
relate to people from a range of social, cultural and ethnic backgrounds.
Other units of competency that could be assessed with this unit
Where practical, this unit should be assessed in an integrated fashion with other appropriate units.
This unit could be assessed on its own or in combination with other competencies relevant to the job function.
Resources required to assess this unit
Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to the following:
a suitable work area or a simulated workplace environment that allows for demonstration of identifying client needs and delivering effective client service
products and information utilised in the provision of client service
client service manuals and other relevant organisational documentation
assessment documentation forms and record books.
Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations that may include client/workplace interruptions and involvement in related activities normally experienced in the workplace.
This unit is essentially skills-based and it is expected that assessment will be largely practical (i.e. workplace-based or by simulation) in nature, supported by questioning to assess product knowledge.
Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in company OHS policies and procedures. Assessment requires that client inquiries meet the objectives of the company and industry expectations in the particular company requirement.
Key competency levels
There are a number of processes learnt throughout work and daily life that are required in all jobs. They are fundamental processes and generally transferable to other work environments. Some of these work processes are covered by the key competencies listed below. Information provided to each question highlights how these processes are applied in this unit of competency.
The number in brackets indicates the level to which the key competency should be demonstrated.
1 | Perform the process | 2 | Perform and administer the process | 3 | Perform, administer and design the process | ||
How can information be collected, analysed and organised (2)? | Interpret and analyse client needs against available company products and services. | ||||||
How can communication of ideas and information (2) be applied? | Identify the client needs and recommend acceptable alternatives to the client. | ||||||
How are activities planned and organised (2)? | Organise work tasks and rescheduling according to client requirements. | ||||||
How can teamwork (1) be applied? | Share experiences with difficult clients and discuss possible solutions. | ||||||
How can the use of mathematical ideas and techniques (1) be applied? | Calculate product and service pricing. | ||||||
How can problem-solving skills (2) be applied? | Develop acceptable solutions and deliver that service to standard and in an appropriate timeframe. Identify where client requirements can and cannot be met and suggest alternatives. | ||||||
How can the use of technology (2) be applied? | Store and retrieve client and product information and effectively utilise electronic communication equipment in line with company requirements. |
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
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.
Refer to Evidence Guide
The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.
Clients may be either internal or external and include:
clients with routine or special requests
people from a range of social, cultural or ethnic backgrounds
people with varying physical and mental abilities
regular and new clients including but not limited to:
members of the public
business enterprises
government agencies
suppliers
team members.
Communication equipment may include:
facsimile
Internet/Intranet applications
paging equipment
photocopiers
telephones.
Company requirements may include:
code of ethics
company image
dress/uniform codes
legal and company policy/guidelines
legislation relevant to the work or service function
legislative and regulatory requirements including:
codes of conduct
consumer law
discrimination/equal employment opportunity
environmental law
harassment and other laws specific to local government, state and federal legislation
OHS
privacy legislation
OHS policies, procedures and programs
personnel practices and guidelines outlining work roles, responsibilities and delegations
quality systems, standards and guidelines
staff appearance and presentation.
Client contacts may include:
answering the telephone
face-to-face interactions
interactions with team members.
Client needs may relate to:
accuracy of information
advice or general information
making complaints/suggestions
purchasing products and services
specific requests.
Commitments may be:
individually negotiated
negotiated in a team approach.
Communication techniques may include:
active listening techniques
clear, legible writing
giving clients full attention
maintaining eye contact (for face-to-face interactions)
non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
speaking clearly and concisely
using appropriate language and tone of voice
using open and/or closed questions
verbal or written responses.
Information may be:
contained in manufacturers' specifications or information
provided verbally
written e.g. product brochures.
Opportunities to enhance the quality of products and services may include procedures for:
allocating appointments
communicating with clients
delivering products and services
responding to complaints or suggestions.
Product and service information may include:
features and benefits of products/services
range of products/services available
supplier information.
Suggestions and complaints may include:
administrative or financial errors
damaged goods
service or delivery errors.
Uniform may include clothes with a company logo or overalls. Requirements for uniform type may depend on climate and seasonal changes.
Work groups may include:
colleagues
line managers
supervisors.
Workplace procedures may include:
assignment instructions
instructions from colleagues/supervisor/manager
personal protective equipment requirements
reporting and documentation requirements
specific client requirements.
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
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice | Yes | No | Comments/feedback |
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Acknowledge and greet clients courteously in accordance with company requirements and workplace procedures | |||
Communicate with clients in a clear, accurate and courteous manner during contacts in accordance with company requirements | |||
Establish rapport/relationship with client and express a genuine interest in client needs/requirements in accordance with company requirements | |||
Identify client needs in accordance with workplace procedures and company requirements | |||
Analyse client requests and where necessary confirm, with the client or others, to identify exact requirements in accordance with company requirements | |||
Provide clients with information about available options for meeting their needs in accordance with company requirements | |||
Identify any personal limitations in addressing client needs and, where appropriate, seek assistance from others in the work group in accordance with company requirements | |||
Provide prompt client service to meet identified needs in accordance with company requirements | |||
Treat suggestions and complaints positively and politely and, where appropriate, use to improve personal and company practice in accordance with company requirements | |||
Identify opportunities to enhance the quality of products and services and client contacts and utilise such opportunities wherever possible | |||
Carry out workplace procedures in a timely and professional manner in accordance with company requirements | |||
Negotiate alternative arrangements with clients where previously arranged commitments cannot be met, in accordance with workplace procedures and company requirements | |||
Ensure operations and services provided satisfy client delivery needs and company requirements | |||
Maintain company uniform to present an image appropriate to work functions carried out in accordance with company requirements | |||
Maintain specific presentation requirements in accordance with company requirements | |||
Keep visible work area tidy and uncluttered in accordance with company requirements | |||
Explain products and services of benefit to the client clearly and accurately in accordance with company requirements | |||
Provide sales brochures and product information to clients where available and appropriate in accordance with company requirements | |||
Maintain confidentiality of product and service information in accordance with company requirements | |||
Maintain professional ethics to enhance client commitment and to build a return client base | |||
Maintain the image and good standing by taking timely actions with clients in accordance with company requirements | |||
Create an effective service environment through appropriate effective communication techniques | |||
Use communication equipment effectively and efficiently according to company requirements |
Forms
Assessment Cover Sheet
PRMCMN202A - Provide effective client service
Assessment task 1: [title]
Student name:
Student ID:
I declare that the assessment tasks submitted for this unit are my own work.
Student signature:
Result: Competent Not yet competent
Feedback to student
Assessor name:
Signature:
Date:
Assessment Record Sheet
PRMCMN202A - Provide effective client service
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
(add lines for each task)
Feedback to student:
Overall assessment result: Competent Not yet competent
Assessor name:
Signature:
Date:
Student signature:
Date: