TLII0005 Apply customer service skills – Observational Assessor Checklist Step 1 of 3 33% ASSESSOR CHECKLIST - OBSERVATIONAL ASSESSMENT TLII0005 - APPLY CUSTOMER SERVICE SKILLS VERSION 2024.2ASSESSMENT TASK 2 - PRACTICAL ASSESSMENTThis checklist is to be used when assessing the students in this task. This checklist is to be completed for each student. Please refer to separate mapping document for specific details relating to alignment of this task to the unit requirements.Name(Required) Dr.MissMr.Mrs.Ms.Mx.Prof.Rev. Prefix First Last Mobile Phone Number(Required)Assessor Instructions (Remember):Observations based on the student’s practical assessment will be recorded on the assessor checklist by placing a tick or mark (✔️) in the appropriate box (example: ✔️ YES or ✔️ NO.) The notes and observations section located at the bottom of each part must be used when the candidate is deemed NYC on a particular item to explain why. This section can also be used for general notes, comments or feedback. This checklist has been designed and developed to assist you with your decision-making on this assessment task. You are to observe the student perform the tasks as described on the student instructions. You must then record your observations on the checklist below. ASSESSMENT TASK 2 - PRACTICAL OBSERVATIONAL ASSESSMENTPlease note that the checklist below enables you to confirm that your learner has performed against the unit of competence, however, you must also ensure that the expected outcomes have also been achieved. Each scenario’s expected outcomes can be found in the assessor instructions. The following criteria address, in greater detail, the elements and performance criteria for this unit, as well as the performance evidence and knowledge evidence. Whilst undertaking each observation / role-played scenario, did the studentGreets each customer warmly and professionally in accordance with workplace proceduresScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Responds courteously and efficiently to customers. Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Use active listening to determine and clarify the customer’s preferences, needs and expectationsScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Allow the customer time to explain their circumstancesScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Acknowledge the customers concern / complaint / query Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Present empathy / understanding / interest to the customerScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Offer accurate information about the products and servicesScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Anticipate (where suitable) the customer’s preference, needs and expectationsScenario 1(Required) N/A Scenario 2(Required) YES NO Scenario 3(Required) YES NO Respond in a timely manner, appropriate to individual needs and preferences, and according to enterprise standards.Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Establish the possible cause and details of the complaint, concern or queryScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Assess the impact of the concern on the customerScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Communicate sensitively, courteously and discreetly.Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Take responsibility for finding a solution to the complaint / query in accordance with relevant legislation and workplace procedures.Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Determine the best possible options to resolve the complaint / query in accordance with workplace procedures.Scenario 1(Required) YES NO N/A Scenario 2(Required) YES NO N/A Scenario 3(Required) YES NO N/A Take appropriate action swiftly to resolve the complaint and prevent escalation / assist the customer, in agreement with customer and to the customer's satisfaction in accordance with relevant legislation and workplace procedures.Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Seek assistance from other staff members or management when dealing issues outside of their scope of knowledge.Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Use any opportunities to turn complaints into opportunities Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Debrief with the assessor and provide feedback on complaints / queryScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Reflect on and evaluate complaint and solution to identify any better responses.Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Record the incident / query appropriatelyScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Read, interpret and implement any promotional initiatives where appropriate.Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Provide a quality customer serviceScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Knowledge of different customer preferences and ways to meet both stated and unstated requirementsScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Ability to handle and resolve complaints and difficult customer service situations.Scenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Ability to identify and communicate rights and responsibilities of customers to the customerScenario 1(Required) YES NO Scenario 2(Required) YES NO Scenario 3(Required) YES NO Notes & Observations STUDENT DECLARATIONSTUDENT DECLARATIONSTUDENT TO COMPLETE: I declare that the information contained in this Assessment Task is accurate and is a true reflection of my thoughts, opinions, and responses.Student Signature(Required)ASSESSOR DECLARATIONAssessor Name First Last Assessor Qualifications(Required) Certificate IV in Car or Heavy Vehicle Driving Instruction Certificate IV in Training and Assessment Industry Expert (Under Supervision) Supervisor(Required)Cameron GuttersonOnder Ben-RomdhaneVera MladenovicAs you do not hold a Certificate IV in Training & Assessment, please select your assigned supervisor. I, the person conducting the assessment, declare that the above-mentioned learner participated in an appropriate assessment in accordance with the assessment plan, and outcomes and objectives of this assessment task. The information recorded above is a true reflection of this learner’s abilities. The learner has been provided with verbal or written feedback and informed of the assessment result and the reasons for the decision. I have conducted a fair, valid, reliable and flexible assessment with this student. Assessment Tasks 2 - Results(Required) Satisfactory Not Satisfactory Not Assessed Assessor Signature(Required)
