Where Am I ? > Unit Introduction > Final Assessment
Assessment

You have now completed the knowledge content and activities for PMLCOM500A Provide Information to Customers. You may undertake the assessment if you are ready or review the material in this unit again.

To be recognised as competent in this unit you must be assessed in both the knowledge content and the workplace skills. The assessment is in two parts, part one is a knowledge assessment and scenario that asks you to apply the knowledge you have acquired in the unit and part two is a practical assessment.

Part 1. Knowledge Assessment

Introduction
After working through the scenarios and activities in this unit you now have a better understanding of how to respond to customer inquires. The following questions will test your understanding of how to provide effective customer service by assessing and responding to requests from different types of customers and providing appropriate information and advice where necessary.

You will not receive any feedback when you answer questions online, in the assessment section.
You need to communicate with your tutor about how you undertake this assessment. Your tutor may ask you to answer all the multiple choice questions and perform all the activities in this section and then send them a print-out of this completed page, along with answers to the assignment questions.

Providing effective customer service

Provide written answers to the following three questions and send the information to your tutor.

Question 1
Consider any workplace that you have been involved with and provide two examples each of:
(a) internal customers.
(b) external customers.

Question 2
List five common complaints that people have when discussing poor customer service.

Question 3
Give three reasons why you believe it is important to develop and maintain good relationships when dealing with customers.


Assessing and responding to requests

Answer the following four multiple-choice questions by selecting the correct responses (there may be more than one correct response for each question).

Question 4
A customer contacts you by telephone with a complaint that an incorrect set of test results has been forwarded to them. Your initial responses should include:
asking questions to get the customer to detail the problem.
seeing if any other staff members are available to deal with it.
staying calm and acknowledge the customers concerns.
stating that you are very busy and will look into it when you can.
Question 5
When communicating technical information in written form to customers, you should:
use as much technical jargon as possible.
use short, well-written sentences with brief paragraphs.
consider who your audience is and what they need to know.
always use e-mail when sending a written reply.

Question 6
A customer contacts you to request extra tests to those already on your schedule. Part of your response to their request would involve:

making comments about how busy you are and recommend they try another laboratory.
transferring the request to reception.
making a written record of their request.
gathering information about scheduling and testing requirements before providing a final answer.
Question 7
You should always record details of customer requests and the responses made because:
it may be useful to refer to when dealing with similar requests in the future.
it assists a company to keep track of the types of customer requests received over a period of time.
completing extra paperwork helps fill in time.
it contributes towards a developing centralised system for dealing with customers.


Sample scenario – Providing information and advice

Read the following scenario and answer the related question.

Scenario
While working as a Laboratory Technician at SimuLab you receive a telephone call from an Environment Officer (customer) who works at the local council. The Council has received complaints from residents about a white foamy substance and unpleasant smell coming from the creek. The customer requests information about possible tests that will need to be undertaken on samples from the creek.

Further discussion of the problem with the customer confirms that effluent testing of water samples from the creek will be required as part of Council’s investigation into the problem. Therefore, you will need to provide the customer with information about how the sample should be collected, received and labelled and then its receipt recorded. It is important that you convey this information to the customer using a minimum of jargon about the method of collection, labelling requirements and documentation of the sample source.

Question 8
Describe how you would deal with this request from the first point of contact with the customer through to producing and recording a written response which explains how to collect the samples. Information about sample requirements for effluent testing can be found in the relevant SOP (MTH 20 SOP: Sample Requirements for Testing – Effluent). Copies of SOP’s can be found in the Methods Manual, which is located in the Resources and Training Room at SimuLab.

Part of your answer should include a copy of any technical information that you would need to convey to the customer in a written format. Make sure that you follow SimuLab protocols and use appropriate documentation for dealing with customers (for example, the Staff Manual, also located in the Resources and Training Room at SimuLab, contains SFT 22 SOP: Writing Letters To Customers).

 

Part 2. Practical Assessment

Practical assessment requires you to demonstrate the competency on-the-job (or in a simulated laboratory).

The assessment will consist of:

  • a demonstration of the competency in an on-the-job situation or a simulation
  • oral questioning about such things as laboratory specific knowledge of processes, troubleshooting and
  • questioning related to specific safety or other factors that may be peculiar to the learner's work environment
  • any relevant workplace documents that support the assessment.

If you are ready to undertake the practical assessment send a message to your tutor using the mail facility.

Use the following link to obtain a checklist to be used by your assessor.

Form icon Checklist: PMLCOM500A Provide Information to Customers

 


   Where Am I ? > Unit Introduction > Final Assessment