ࡱ> #`  bjbjmm  |||||||KKK8.LDrL MMLMMMPPP  $VhV1-|RPP"RR1||MM^UUURX|M|M UR UU1`||M~M )4,KR\Ot0SB|HPZQ@UZQ4QPPP11?UXPPPRRRR*"#DR:*"#R:|||||| Datacom Bigpond - Manage Customer Relationships Request for Assessment Students Name:Certificate III in Information Technology ICAS3031A ICTCC330ACertificate III in Customer Contact ICTCC110A; ICC101A; ICTCC130A; ICTCC121; ICTCC120A; ICTCC330A; ITCC111A Work Skills ChecklistEmployeeSupervisorProcess information on computer system( (Manage computer use contingencies and seek help where appropriate( (Locate and interpret information for a customer enquiry( (Record information for a customer transaction( (Use enterprise system help systems and manuals( (Other skills important in the workplace:Communicate verbally and utilise vocal techniques to improve communication of messages( (Apply active listening skills and paraphrasing( (Organisational and task requirements are identified prior to commencing the task( (Recognise and use non-verbal communication cues( (Communicate in writing consistent to workplace standards( (Understands the role and objectives of the Contact Centre( (Understands individual roles and goals( (Participates in workplace teams( (Interacts cooperatively with team members( (Contributes to team goals( (Obtains and uses feedback from customers (ICTCC330A)( (Can analyse client support needs (ICAS3031A)( (Can provide support regarding software, hardware or networks as required. (ICAS3031A)( ( Students Declaration I request assessment for this component of my course and authorise the College to review my Call Monitoring results. XStudents Signature: / / Supervisors Declaration: I confirm that the employee has reliably met the organisational requirements for customer service standards and has effectively used the technology and tools available to them. XSupervisors Signature: Supervisors Name:  / / Students Name:Certificate III in Information Technology ICAS3031A ICTCC330ACertificate III in Customer Contact ICTCC110A; ICC101A; ICTCC130A; ICTCC121; ICTCC120A; ICTCC330A; ITCC111A College Assessors Declaration: College Use: Code: Assessment Result: % Competent % Competence not yet demonstrated  Assessment Evidence Workplace verification by Supervisor Checklist Self-assessment by Checklist Successful completion of Bigpond Customer Service Module Minimum of 3 successful monitoring events over 3 months with relevant details and variety of calls Overall Call Monitoring Results demonstrate consistent satisfactory performance Assessment Comments and Feedback Assessed By: Signature:Assessed By: Name: / /       FILENAME Datacom_Manage_Customer_Relationships_v11-07 Australian College of Commerce and Management Page  PAGE 2 of  NUMPAGES 2   FILENAME Datacom_Manage_Customer_Relationships_v11-07 Australian College of Commerce and Management 13IJKTZ[f  ȺtfatSHS=Sah;5CJ\^Jh,c5CJ\^Jh,ch^9O5CJ\^J h^9O\h!h^9O5CJ\^Jhzbh^9O5CJ^Jh^9O5\^JaJhgvh^9O5\^JaJhgvh]hgv5CJ^Jhgv5CJ^Jh|-CJaJhFh|-5CJ ^JaJ h}5CJ ^JaJ hGNV5CJ ^JaJ hN5CJ ^JaJ h:/5CJ ^JaJ hgv5CJ ^JaJ JKTZ[:kd$$Ifl`''  t 0'644 l` ap yt@ $Ifgd gd|-3$$d%d&d'd-D @&M NOPQa$gd>. 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