The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

consistently applying enterprise policies and procedures and industry codes of practice in regard to customer service

providing a quality service environment by treating customers in a courteous and professional manner through all stages of the procedure

using effective questioning/active listening and observation skills to identify customer needs

communicating effectively with others involved in or affected by the work.

Context of and specific resources for assessment

This unit may be assessed in conjunction with other units that form part of the job role or function.

Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment.

Evidence is best gathered using the products, processes and procedures of the individual workplace as the means by which the candidate achieves industry competencies.

The following should be made available:

a workplace or simulated workplace

documentation, such as enterprise policy and procedure manuals relating to customer service, enterprise telephone directory, legislation and codes of practice

a range of customers with different requirements (real or simulated)

a communication system or a range of communication equipment

enterprise products/services, features and benefits

a qualified workplace assessor.

Method of assessment

It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other persons, subject to agreed authentication arrangements.

Guidance information for assessment

Required skills

collect, organise and understand information related to specific needs of customers being identified

operational skills and techniques in questioning/listening, resolving conflict, following set routines and procedures, handling difficult or abusive customers and greeting/farewelling techniques

literacy skills in regard to message-taking in person or by telephone and completing written or computer documents of customer details

plan and organise activities for implementation of a customer service plan

work with others and in a team by team members with specific skills being sought to meet customer needs

use mathematical ideas and techniques for customer timeframes being identified and followed

establish diagnostic processes in which a logical approach to issues is followed

use workplace technology related to technical skills in operating enterprise telephone systems and other communication equipment

Required knowledge

General knowledge of

enterprise policies and procedures in regard to:

customer service

dealing with difficult customers

allocated duties/responsibilities

the range of enterprise merchandise and services, location of telephone extensions and departments/sections

legislation and statutory requirements, including consumer law, trade practices and fair trading legislation

industry/workplace codes of practice in relation to customer service

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Business types

Enterprise may vary in size, type and location, and in the range of merchandise and services provided and in delivery policies

Customers

Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and have physical and intellectual abilities. Regardless, all customers are made feel welcome, valued and, at the end of the process, satisfied. Customer contact may be face-to-face, by telephone or electronic means or in writing

Customer service

Customer service may include:

all enterprise activities, internal and external customers and follow-up in event of delays in service provision

Customer needs

Customer needs may require information regarding:

products or services available, quality of products or services, complementary products or services, enterprise facilities and services, and the location of specific items

Staff

Staff may be full-time, part-time or casual and vary in terms of training, product knowledge and in staffing levels. Staff may be operating in routine or busy trading conditions

Information/documents

Information/documents may include:

enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, industry/workplace codes of practice and customer requirements