Supervise

Work-based
Learning
FORM 1.1

SELF- ASSESSMENT CHECK (CORE COMPETENCIES)

YES NO
CAN I?

COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER SERVICE

LO1 Demonstrate an ability to express oneself in a clear and

concise manner

LO2 Demonstrate an ability to listen and comprehend effectively

PERFORM CUSTOMER SERVICE DELIVERY PROCESSES

LO1 Demonstrate an ability to answer or make a call

LO2 Demonstrate an ability to identify a customer need

LO3 Demonstrate an ability to capture and provide information

and/or directions

DEMONSTRATE ABILITY TO EWFFECTIVELY ENGAGE CUSTOMER

LO1 Demonstrate an ability to empathize with a customer

LO2 Demonstrate an ability to manage difficult conversations

FORM 1.2

EVIDENCE OF CURRENT COMPETENCIES ACQUIRED RELATED

TO JOB/OCCUPATION (CORE COMPETENCIES)

Current Competencies Proof/Evidence Means of Validating

COMMUNICATE EFFECTIVELY IN Transcript of Submit transcript

ENGLISH FOR CUSTOMER SERVICE Record /Vocational of records
Institution
Demonstrate an ability to Certificate of
express oneself in a clear and Certificate of Training
concise manner Clean furnishing Achievement
Certificate of Certificate of
and fixtures
Employment Achievement
Demonstrate an ability to listen
Certificate of
and comprehend effectively
employment
PERFORM CUSTOMER SERVICE Certification of Third Party
DELIVERY PROCESSES Employer Validation

Demonstrate an ability to Training Certificate Questioning

answer or make a call
Written Report Demonstration
Demonstrate an ability to
identify a customer need
Work Sample Interview
Demonstrate an ability to
capture and provide Pictures/Video
information and/or
directions

Certification of
Employer
DEMONSTRATE ABILITY TO Third Party
EWFFECTIVELY ENGAGE CUSTOMER Training Certificate Validation

Demonstrate an ability to Written Report Questioning

empathize with a customer
Work Sample Demonstration
Demonstrate an ability to manage
difficult conversations
Pictures/Video Interview

FORM 1.3

SUMMARY OF CURRENT COMPETENCIES VERSUS REQUIRED COMPETENCIES

 Required Units of
Competency/Learning
Outcomes
Based on CBC
CORE COMPETENCIES/LEARNING OUTCOMES
COMMUNICATE
EFFECTIVELY IN ENGLISH
FOR CUSTOMER SERVICE
Demonstrate an ability to
express oneself in a clear
and concise manner
Clean furnishing and
fixtures
Demonstrate an ability to
listen and comprehend
effectively
PERFORM CUSTOMER
SERVICE DELIVERY
PROCESSES
Demonstrate an
ability to answer or
make a call
Demonstrate an
ability to identify a
customer need
Demonstrate an ability to
capture and provide
information and/or
Training
Current Competencies Gaps/Requiremen
ts
COMMUNICATE
EFFECTIVELY IN ENGLISH
FOR CUSTOMER SERVICE
Demonstrate an ability to
express oneself in a clear
and concise manner
Clean furnishing and
fixtures
Demonstrate an ability to
listen and comprehend
effectively
PERFORM CUSTOMER
SERVICE DELIVERY
PROCESSES
Demonstrate an
ability to answer or
make a call
Demonstrate an
ability to identify a
customer need
Demonstrate an ability to
capture and provide
information and/or
 directions directions

DEMONSTRATE ABILITY TO DEMONSTRATE ABILITY TO

EWFFECTIVELY ENGAGE EWFFECTIVELY ENGAGE
CUSTOMER CUSTOMER

Demonstrate an ability to Demonstrate an ability to

empathize with a empathize with a
customer customer

Demonstrate an ability to Demonstrate an ability to

manage difficult manage difficult
conversations conversations

FORM 1.4

TRAINING NEEDS (CORE COMPETENCIES)

 Training Needs Module Title/Module Of Instruction

(Learning Outcomes)