Information
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Unit code and name: TLII1002A Apply customer service skills
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Assessor Name
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Conducted on
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Candidate Name
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Workplace
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Location
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Conditions and procedure:
Procedure:
The candidate will be observed in the workplace during a 2 hour shift on the front line customer service desk.
During this time the candidates interactions with clients both face to face and on the phone will be observed, as will any follow up processes utilised to resolve each issue.
Accessor instructions:
If you see your candidate performing the performance criteria outlined to the required standard, tap Yes in that row.
If your candidate does not demonstrate the required standard, tap No and clearly outline or record the performance deficit.
Use the image button to add photographic evidence where relevant or required.
If you do not see your candidate demonstrate any of the criteria outlined, tap the N/A button.
If appropriate, you should ask your candidate an oral question with regards to the criteria that you were not above to view during the assessment.
Please note all criteria must have a selection of Yes, No, or NA against them. -
Candidate Signiture
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Assessor Signiture
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Feedback to candidate.
During the PRACTICAL demonstration of skills, did the candidate:
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Open with the correct corporate greeting
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Log caller details into the client management system
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Repeat details back to the client
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Clarify nature of the enquiry through questioning
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Deal with difficult client in a calm and professional manner
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Mention products and services that may assist the client with demonstrated knowledge and correct context
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Address special needs of clients where required
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Correctly use telephone system to answer a call
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Correctly use telephone system to place a call on hold
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Correctly use telephone system to transfer a call
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Correctly and accurately log all enquiry details into CMS
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Actively seek additional information from team members where appropriate
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Correctly escalate an enquiry to the relevant team member
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Correctly prioritise incoming workload including pausing a current task to deal with a more urgent enquiry, and remembering to go back to, and competing the original task.
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Identify and control or eliminate a work place hazard
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Display awareness of cultural differences and adapt own approach accordingly
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Find and reference correct documents and policies from the intranet to assist in client request
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Rectify any customer service issues or correctly report to customer service desk supervisor using correct form, and including all details
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Demonstrate the ability to adapt and continue working in an un-expected change or working environment (e.g. Ht desking, working when CMS is down, power outage, etc)
