ADMAS UNIVERSITY

Customer contact and work support level II

TTLM Code: EIS CCS2 04 0812

Introduction

This teacher’s guide is developed to assist you in delivering the customer contact work support
level II training program. It is usually designed as a resource to support the learning activity.

customer contact work support level II training is developed to equip the trainees with the
required competences in Action Customer Contact, Use Multiple Information Systems, Process
Customer Complaints, Implement Operational Plan, Operate Computing Packages, Deliver a
service to customers, Process and maintain work place information, Handle mail, Produce simple
word processed documents, Communicate electronically, Maintain daily financial/basic clerical
support records, Participate in work place communication, Work in team environment,
Communicate Effectively Using the English Language ,Develop Business Practice. The program
is consists of 15 learning modules covering the 15 units of competence.

This teacher’s guide covers all the 15 learning module and it will assist you in delivering the said
program and achieving its learning guides and assessment packets. The learning guides are aid to
the trainees by telling them what need to do, when and how to do it and the expectation once the
learning activities are completed. While the assessment packet guide you in developing the tools
or instruments to measure trainee’s overall achievement of the stated competence. Thus it is
important for you to understand the design of this program and the mechanics in which it shall be
delivered.

Your role as the teacher is to provide opportunities aimed at helping the trainees develop and
improve their competences. You are expected to guide and assist them as they go through the
learning activities and actual work.
Learning modules

Unit of competence Learning modules and codes

Action Customer Contact BUF CCS2 01 0812

Use Multiple Information BUF CCS2 02 0812

Systems
Deliver a Service to BUF CCS2 03 0812
Customers
Process and Maintain BUF CCS2 04 0812
Workplace Information

Process Customer Complaints BUF CCS2 05 0812

Handle Mail BUF CCS2 06 0812

Implement Operational Plan BUF CCS2 07 0812

Produce Simple Word BUF CCS2 08 0812

Processed Documents

Communicate Electronically BUF CCS2 09 0812

Maintain Daily BUF CCS2 10 0812

Financial/Business Records
Operate Computing Packages BUF CCS2 11 0812

Participate in Workplace BUF CCS2 12 0812

Communication

Work in Team Environment BUF CCS2 13 0812

Develop Business Practice BUF CCS2 14 0812

Communicate Effectively BUF CCS2 15 0812

Using the English Language

Learning outcomes and assessment criteria

Unit of competence Process and maintain work place information

Module title
LO1 Collect information

Assessment criteria  Collect information in a timely manner and ensure that it

is relevant to organisational needs
 Use business equipment/technology available in the
work area to effectively obtain information
 Apply organizational requirements relating to security
and confidentiality in handling information

LO2 Process workplace information

Assessment Criteria  Use business equipment/technology to process

information in accordance with organisational
requirements
 Process information in accordance with defined
timeframes, guidelines and procedures
 Update, modify and file information in accordance with
organisational requirements
 Collate and dispatch information in accordance with
specified timeframes and organizational requirements
LO3 Maintain information systems

Assessment Criteria  Maintain information and filing systems in accordance

with organisational requirements
 Identify, remove and/or relocate inactive or dead files in
accordance with organisational requirements
 Establish and assemble new files in accordance with
organisational requirements
 Update reference and index systems in accordance with
organisational requirements
Training mechanics

The outcome based training is one form of an independent learning approach. In this program,
the competence-based system is consists of a combination of:
- Lecture-discussion,
- Individualized learning activities and
- Feedback.

In this program the trainees will be given individual learning guide to go through and
accomplish.

Session plans
Session plan-1 (Mo4-Lo1)
Unit of competence Process and maintain work place information
LO1 Collect information
Session Objectives At the end of this session the learners shall be able to –
1. Know types of information
2. use business equipment to obtain information
3. maintain security and confidentiality of information
Activities Nominal Contents Methods
duration
Sessions 10 mins Orientation
15mins Lecture - discussion
15 mins
15 mins
 30 mins
Evaluation 15 mins Written test Individual activity
Summary 5 mins Wrap-up and Discussion
feedback
resources Learning guide
4

Session plans
Session plan-2 (Mo4-Lo2)
Unit of competence Process and maintain work place information
Module title
LO2 Process work place information
Session Objectives At the end of this session the learners shall be able to –

1. processing work place information in accordance

with organizational time frame

2. update, modify and file information

3. collated information in accordance with

organizational requirement
4. duties of employees

5. perform work place duties following written notices

and written communication instructions

6. giving feedback to supervisors

Activities Nominal Contents Methods

duration
Sessions 10 mins Orientation
15mins Lecture - discussion
15 mins
 15 mins
30 mins
Evaluation 15 mins Written test Individual activity
Summary 5 mins Wrap-up and Discussion
feedback
resources Learning guide
4

Session plan-3 (Mo4-Lo3)

Unit of competence Process and maintain work place information
Module title
LO3 Maintain information
Session Objectives At the end of this session the learners shall be able to –

1. Maintain information and filing system

2. Classify information

3. Store information

4. Identify , remove and relocate inactive and dead files

5. Establish new files

6. Reference and index system

Activities Nominal Contents Methods

duration
Sessions 10 mins Orientation
15mins Lecture - discussion
15 mins
 15 mins
30 mins
Evaluation 15 mins Written test Individual activity
Summary 5 mins Wrap-up and Discussion
feedback
resources Learning guide
4

Assessment context

There are two types of evaluation used in the extent to which learning outcomes are achieved.
- Formative assessment at learning process

- Summative assessment when competence have been accomplished

These two types of evaluation form are part of the training and they are considered as
institutional assessment.

Evaluation tools
a. Formative assessment

- Written test

b. Summative assessment evaluation

- Knowledge test

Evidence plan (for summative assessment)

TVET Program: Customer contact work support

Learning outcomes  Collect information

covered:
 Process information

 Maintain information and filing system

Batch class:
Ways in which evidence will be collected:

Knowledge test
Demonstration

questioning
with oral
The evidence must show that the trainee …………….

Prepared by : Date:
Checked by: Date:

Rating sheet for demonstration (formative assessment)

Student’s name
Teacher’s name:
Learning module title:
Learning outcome covered:
Batch class:
Date of assessment:
Time of assessment:
Instructions for demonstration

Materials and equipment

OBSERVATION
During the demonstration of skills, did the trainee: Yes No N/A
  

  

  

  

  

  

  

  

  

The trainee’s demonstration was:

Satisfactory  not satisfactory 

Questions Satisfactory response

Yes  No 

 

 

 

 

 

The trainees underpinning knowledge was:

Satisfactory  not satisfactory 
Student signature: Date:

Teacher signature: Date:

Note: this document serves as the rating sheet of the teacher in evaluating the trainee’s
performance. This must be accomplished for each trainee.

Key answer for knowledge test

Test item Answer mark
Multiple choice
1 2
2 2
3 2
4 2
5 2
Multiple choice total points 10

Test item Answer Mark

1 3
2 3
3 3
4 3
5 3
Matching type total points 15

Test item Answer Mark

Short answer questions
1 5

5
3

5
4 5

5 5

Short answer questions total points 25

Performance evaluation guide

Rating sheet for demonstration (summative assessment)
Student’s name
Teacher’s name:
Learning module title:
Learning outcome covered:
Batch class:
Date of assessment:
Venue of assessment:
Instructions for demonstration

Each trainees must apply how to prepare plan of itinerary

Materials and equipment

During the demonstration of skills, did the trainee: Yes No N/A

  

  

  

  

  

  

The trainee’s demonstration was:

 Satisfactory  not satisfactory 

Note: this document serves as the rating sheet of the teacher in evaluating the trainee’s
performance. This must be accomplished for each trainee.
Oral Questions Satisfactory response
The trainee should answer the following questions: Yes  No 

1.  

2.  

3.  

4.  

5.  

The trainees underpinning knowledge was:

Satisfactory  not satisfactory 

Feedback to trainee:

The trainee’s overall performance was:

Satisfactory  not satisfactory 

Student signature: Date:

Teacher signature: Date:

Re commended answers for oral questions

No. Questions Recommended answer
1.
2.
3.
4.
5.

Assessment summary results (for part of the teacher’s report)

Student’s name
Teacher’s name:
Learning module title:
Learning outcome covered:
Batch class:
Date of assessment:
The performance of the trainee is: Satisfactory Not satisfactory


A. Demonstration with oral 
questioning
B. Written test  

Did the trainee’s overall performance

meet the required evidences/standards?  yes  no

OBSERVATION  competent  not yet competent

General comments /strengths /improvements needed/

Student signature: Date:

Teacher signature: Date:

 Customer contact work support II
TERMINAL REPORT
BATCH CLASS: _____________________________________________________________
NO. STUDENT’S NAME REGISTRATION FINAL MARK

NUMBER Competent /not yet competent

10

11

Legend: NYC –not yet competent C – competent

_____________________________
Teacher’s name and signature

_______________________
 Date

Reference materials