The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice
Customer needs may relate to:
advice or general information
specific information
further information
making an appointment
complaints
purchasing organisation's products and services
returning organisation's products and services
accuracy of information
fairness/politeness
prices/value
Communication techniques may include:
consultation methods, techniques and protocols
analysing customer satisfaction surveys
conducting interviews
questioning
summarising and paraphrasing
seeking feedback to confirm understanding
making recommendations
obtaining management decisions
analysing quality assurance data
Customers can be:
internal or external
other agencies
individual members of the organisation
corporate customers
individual members of the public
Organisational requirements may include:
quality assurances and/or procedures manuals
goals, objectives, plans, systems and processes
legal and organisational policy/guidelines and requirements
Occupational Health and Safety policies, procedures and programs
confidentiality and security requirements
anti-discrimination and related policy
access and equity principles and practice
ethical standards
quality and continuous improvement processes and standards
defined resource parameters
who is responsible for products or services
pricing and discount policies
replacement and refund policy and procedures
payment and delivery options
Business technology may include:
photocopier
computer
printer
binder
shredder
answering machine
fax machine
telephone
Designated individuals and groups may include:
supervisor
customers
colleagues
external organisation
committee
line management
Procedures to resolve customer difficulties may include:
using conflict management techniques
refund of monies
item replacement
referrals to supervisor
review of products or services
external agencies (eg Ombudsman)
Customer complaints may include:
damaged goods or goods not delivered
administrative errors such as incorrect invoices or prices
warehouse or store room errors such as incorrect product delivered
service errors
delivery errors
products not delivered on time
customer satisfaction with service quality
Coaching and mentoring assistance may include:
providing feedback to another team member
fair and ethical practice
non-discriminatory processes and activities
respecting the contribution of all participants and giving credit for achievements
presenting and promoting a positive image of the collective group
problem solving
providing encouragement
Customer service strategies may include:
delivery times
price offers
product/service availability
product/refund guarantees
merchandise characteristics
courtesy/politeness
The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice
Customer needs may relate to:
advice or general information
specific information
further information
making an appointment
complaints
purchasing organisation's products and services
returning organisation's products and services
accuracy of information
fairness/politeness
prices/value
Communication techniques may include:
consultation methods, techniques and protocols
analysing customer satisfaction surveys
conducting interviews
questioning
summarising and paraphrasing
seeking feedback to confirm understanding
making recommendations
obtaining management decisions
analysing quality assurance data
Customers can be:
internal or external
other agencies
individual members of the organisation
corporate customers
individual members of the public
Organisational requirements may include:
quality assurances and/or procedures manuals
goals, objectives, plans, systems and processes
legal and organisational policy/guidelines and requirements
Occupational Health and Safety policies, procedures and programs
confidentiality and security requirements
anti-discrimination and related policy
access and equity principles and practice
ethical standards
quality and continuous improvement processes and standards
defined resource parameters
who is responsible for products or services
pricing and discount policies
replacement and refund policy and procedures
payment and delivery options
Business technology may include:
photocopier
computer
printer
binder
shredder
answering machine
fax machine
telephone
Designated individuals and groups may include:
supervisor
customers
colleagues
external organisation
committee
line management
Procedures to resolve customer difficulties may include:
using conflict management techniques
refund of monies
item replacement
referrals to supervisor
review of products or services
external agencies (eg Ombudsman)
Customer complaints may include:
damaged goods or goods not delivered
administrative errors such as incorrect invoices or prices
warehouse or store room errors such as incorrect product delivered
service errors
delivery errors
products not delivered on time
customer satisfaction with service quality
Coaching and mentoring assistance may include:
providing feedback to another team member
fair and ethical practice
non-discriminatory processes and activities
respecting the contribution of all participants and giving credit for achievements
presenting and promoting a positive image of the collective group
problem solving
providing encouragement
Customer service strategies may include:
delivery times
price offers
product/service availability
product/refund guarantees
merchandise characteristics
courtesy/politeness