NWPGEN026 — Provide and promote customer service
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What an assessment for NWPGEN026 must cover
28 assessable components: 3 elements (11 performance criteria), 12 performance evidence and 5 knowledge evidence requirements. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Apply customer service standards
- 1.1Identify and apply customer service policies and procedures
- 1.2Use effective communication to inform customers of available choices
- 1.3Apply relevant workplace processes for handling customer queries, complaints and disputes
- 1.4Apply effective communication techniques with customers and stakeholders
- 1.5Participate in team and work activities to address customer expectations and minimise inconvenience according to workplace procedures
- 1.6Use available resources to address customer requirements and services
2 Respond to customer needs and concerns
- 2.1Determine customer needs and expectations
- 2.2Address customer needs or complaints clearly, politely and effectively
- 2.3Refer customer concerns related to organisational liability to appropriate personnel
3 Contribute to customer service standards
- 3.1Review work performance to improve services to customers
- 3.2Record evidence of customer issues, document and report to appropriate personnel
Performance evidence
- addressing the concerns of customers
- applying dispute resolution skills
- applying interpersonal skills
- applying problem solving skills
- communicating effectively in a diverse work force
- communicating effectively with internal and external customers according to organisational procedures and standards
- contributing to improvements in customer service standards
- identifying both internal and external customers
- managing and reporting customer complaints according to workplace organisational procedures
- preparing resources and planning work to meet customer requirements
- reporting on customer issues
- reviewing customer service and customer satisfaction
Knowledge evidence
- communication techniques
- customer service standards and techniques
- problem solving strategies
- relevant legislation and regulations
- workplace policies and procedures, industry standards and quality systems
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
See what you get before you start
Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing NWPGEN026
What does an assessment tool for NWPGEN026 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for NWPGEN026 needs to address all 28 unit components: 3 elements with 11 performance criteria, 12 performance evidence requirements, 5 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for NWPGEN026?
Auditori pulls the current release of NWPGEN026 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for NWPGEN026 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing NWPGEN026 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of NWPGEN026, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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