List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Project positive organisational image | 1.1 Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction 1.2 Follow organisation’s standards and philosophy regarding presentation at all times |
2. Identify customer needs and expectations | 2.1 Clarify customers’ needs and expectations 2.2 Identify and consider special requirements of customers when providing service |
3. Provide customer service | 3.1 Provide information based on knowledge of products and/or services to satisfy customer needs 3.2 Source information if not immediately available and/or refer customers to appropriate personnel 3.3 Seek confirmation from customers that needs and, where practical, expectations have been met 3.4 Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met |
4. Maintain customer confidentiality | 4.1 Discuss customer related business only in context of workplace 4.2 Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation |
Evidence of the ability to:
communicate effectively with customers to determine and satisfy their needs, giving consideration to any special requirements
apply knowledge of products and services using a range of communication skills to interact with customers and provide good service
follow organisational policy and procedures, and relevant legislative requirements relating to privacy and confidentiality
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
describe the purpose and application of customer service principles and practice
identify and interpret the key requirements of relevant legislation covering consumer rights and service, privacy and the delivery of financial services
describe the organisation’s key products and services
describe key features of organisational policy, procedures and protocols that impact on delivering a professional service to customers
discuss the scope of capacity to offer advice on financial products and services, and their benefits and applications within the requirements of relevant legislation
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
common office equipment, technology and industry software packages
organisational records
organisational policy and procedures.
Assessors must satisfy NVR/AQTF assessor requirements