Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
customer service skills to deliver required level and quality of customer service
communication skills to:
articulate effectively over the required channels
relate to people from diverse backgrounds and with diverse abilities
use listening and questioning to understand and clarify the needs of customers
interpersonal skills to:
establish rapport and build relationships with customers
handle difficult customers
negotiation skills to persuade customers and elicit buy-in on the sale of product or service
numeracy skills to analyse, calculate and validate data
planning and organising skills to manage own tasks within required timeframes
selfmanagement skills to:
comply with policies and procedures
handle peak periods of activity in a positive and enthusiastic manner
manage stress
seek learning and development opportunities
work in a team environment.
Required knowledge
operational environment, including:
company products and services
customer base
organisational communication channels
organisational performance and customer service expectations
organisational policies, procedures, protocols and guidelines, including financial delegation policy
principles of customer service
principles of sales and negotiation
stress and time-management techniques
technology and systems.
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.
Organisational policies and proceduresmay include: | adherence to scheduling scope of the services to be provided financial and decision-making delegations referral and escalation paths. |
Products and services may include: | goods ideas infrastructure private and public sets of benefits. |
Customer contactmay include: | email and other electronic communications facetoface facsimile internal, external and outsourced customers letter telephone. |
Contact guides or scriptsmay relate to: | contact-closing technique contact flow features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements. |
Sources of informationmay include: | brochures and pamphlets campaign briefs internet and intranet instruction or product manuals. |
Equipment and systemsmay include: | computer and telecommunications equipment, which may be modified for use by people with a disability information management systems workflow management systems. |
Contact closuremay include: | a shortened sales cycle overcoming objections asking defining questions maximising opportunities managing complex negotiations increasing productivity and time management moving to transaction discussion once interest has been elicited. |
Responding appropriatelymay include: | recording details in enterprise systems discussing, agreeing and recording supply arrangements with customers discussing and agreeing on payment options with customers conducting credit checks. |
Customer retention optionsmay include: | loyalty programs or incentives offering value-added services or products recontracting special offers as determined by the organisation from time to time. |
Outsource environmentmay include: | customer contact environment servicing customers of another enterprise or business unit by agreement customer contact environment taking contacts for multiple enterprises customer contact environment taking overflow calls for another enterprise. |
Relevant legislation, codes, regulations and standardsmay include: | Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist