Observation | |||
Student Name | Student ID Number | ||
Unit Start Date | Unit End Date | ||
Assessment Due Date | Date Submitted | ||
This cover sheet is to be completed by the student and assessor and used as a record to determine student competency in this assessment task | |||
The assessment process and tasks were fully explained. | Yes / No | ||
I am aware of which evidence will be collected and how. | Yes / No | ||
I am aware of my right to appeal an assessment decision. | Yes / No | ||
I am aware that I can locate the RTO’s Complaints and Appeals Policy and Procedureon their website at (insert website address) | Yes / No | ||
I have discussed any additional educational support or reasonable adjustments I require in order to undertake this assessment with the Student Support Services Officer and Trainer / Assessor, (if applicable). e.g. Student Handbook and Access and Equity Policy (insert website address) | Yes / No | ||
I have access to all required resources? | Yes / No | ||
Cheating & Plagiarism Declaration | |||
Student Declaration: In accordance with the RTO’s Plagiarism Policy, I hereby acknowledge by signing this declaration that I have not cheated or plagiarised any work regarding the assessment tasks undertaken in this unit of competency except where the work has been correctly acknowledged. NOTE: Student must sign this prior to submitting their assessments to the assessor | |||
Signature | Date: | ______ / ______ / 20______ |
Assessment Results | Satisfactory | or | Not Yet Satisfactory |
(Please circle the assessment result for this task) | |||
Feedback to Student – Please provide general feedback on the Student’s performance | |||
Student Declaration: – I verify that the work completed is my own and that I was adequately informed of the assessment process prior to commencing this assessment task. | Assessor Declaration: – I verify that I have adequately explained and negotiated the assessment tasks with the student prior to commencing assessment. | ||
Student Signature | Assessor Signature | ||
Date | Date |
Assessment 2 – Direct Observation |
Practical Demonstration of Tasks |
Task 1: Manage complex customer issues in an automotive workplace
Upon completion of this task, you should be able to demonstrate how to manage complex issues of three (3) different customers in an automotive service and repair environment.
Student instructions:
You MUST manage complex issues of three (3) different customers in an automotive service and repair environment, including issues involving two of the following:
One (1) of the above must involve escalating the issue to appropriate person.
Select one of the complex customers issues above. The complex customers issues MUST be different for Job Card 1, 2, and 3
Tools and Materials
Protective Clothing:
Trainer / Assessor Notes:
One (1) of the above must involve escalating the issue to appropriate person.
The student MUST select one of the complex customers issues above. The complex customers issues MUST be different for Job Card 1, 2, and 3
WARNING! |
The Assessment will be STOPPED IMMEDIATELY if you are attempting to carry out any step in an unsafe or dangerous way. |
Job Card 1: Manage complex customer issues in an automotive workplace
Job Details:
Upon completion of this task, you should be able to demonstrate how to manage complex issues of a customer in an automotive service and repair environment.
Tool and Materials:
Protective Clothing:
WARNING! |
The Assessment will be STOPPED IMMEDIATELY if you are attempting to carry out any step in an unsafe or dangerous way. |
Procedure:
Greet the Customer (if there is a worksite procedure on greeting customers, this should be followed). Welcome all customers with “Good morning/afternoon” and with a genuine smile and a spontaneous approach. Call customers by their name wherever possible. Always use eye contact, good body language and use facial expressions. (The customer can be your trainer/assessor or another student) Make the Customer welcome. In a friendly professional manner, always let the customer know you are there to help. Clarify the needs of the customer through questioning and active listening and accurately assess their issue at your worksite. If you do not understand what is wanted, it is important to ask questions until you are sure. Answer the questions between the Job Card Discuss the options with your workplace supervisor/assessor to resolve the customer issue. Record the customer issue, outcome and customer feedback. |
Job Card 1 | |||||||
Customer Details | |||||||
Customer: | Contact Details: | ||||||
Address: | City: | State: | City: | ||||
Vehicle Details (Must fill in the vehicle details) If simulated vehicle used please tick ? | |||||||
Make: | Model: | Colour: | License No: | ||||
VIN No: | Odometer Reading: | ||||||
Engine No: | Engine Type: | Trans Type: | |||||
Customer Concern | |||||||
Manage complex customers issues in an automotive service and repair environment, issues involving any of the following: Cost variations Warranty issues Policy matters Additional repair time Disputed work standards One (1) of the above must involve escalating the issue to appropriate person. | |||||||
Select one of the complex customers issues above. The complex customers issues MUST be different in Job Card 2 and 3. | |||||||
Declaration by The Customer | |||||||
Please execute at my cost and as soon as you conveniently can repair the listed items above, and also any work considered essential. The vehicle, its accessories and contents are at my risk entirely whether theft or loss thereof or damaged thereto arises from any want of care on the part of yourself or your contractors or servants or from any cause whatsoever. Any claims for faulty workmanship is to be raised within seven (7) working days after the vehicle is returned to me. I agree such claim is limited solely to the rectification free of cost of the faulty work. No claim for loss consequential or otherwise being admissible. | |||||||
X J Smith / / 20 | |||||||
Signature of Owner Date (Fill in the date) |
Participate effectively in verbal exchanges using collaborative techniques, including active listening and questioning, and gather, clarify and confirm customer issues or complaints and note them below. |
Note down below, the Workplace Policies and Procedure you should follow that will assist in assisting with the customers issue? |
Note and summarise key points of information to negotiate effectively to resolve the issue and note them below. |
Access, retrieve and review the service history of the customers vehicle and note what work has been carried out below. Is the previous work carried out the main customer issue? |
What are the options to resolve the customer complex issue? |
Can the customer’s complex issue be resolved by reducing the cost of the invoice? If so, calculate the cost reduction below. |
Present the options and/or alternatives to the customer to negotiate or resolve the customer issues. Note them below. |
If the customer did not agree to the options, dose the customers issue need to be escalated to your manager |
What was the outcome customer’s complex issue? Document the outcome? |
Fault: | Record of Conversation with Customer: | |||||||
Date: | ||||||||
Time: | ||||||||
Service Advisor: | ||||||||
Conversation: | ||||||||
Cause: | ||||||||
Rectification: | Parts Used | |||||||
Recommendations: | Sublet Repairs | Order No | ||||||
Fluids | QTY | Tyre Report | Tech # | Job # | Time | Clock Record | ||
Gear Oil | L/H/F | R/H/F | ON | |||||
Auto Oil | mm | mm | OFF | |||||
Engine Oil | L/H/R | R/H/R | ON | |||||
Diff Oil | mm | mm | OFF | |||||
Coolant | Brake Report | ON | ||||||
P/S Oil | L/H/F | R/H/F | OFF | |||||
Brake Fluid | mm | mm | ON | |||||
Other | L/H/R | R/H/R | OFF | |||||
mm | mm | ON | ||||||
OFF |
Job Card 1: AURAMA005 Manage complex customer issues in an automotive workplace | ||
Student’s Name (Must fill in) | Student’s Signature (Must fill in) |
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