Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Contribute to quality customer standards
   • Customer service standards are accessed, interpreted, applied and monitored in the workplace in accordance with enterprise policies and procedures.
   • Contributions are made to the development, refinement and improvement of service policies, standards and processes.
2. Implement customer service systems
   • All personnel are encouraged to consistently implement customer service systems.
   • Customer feedback is reviewed in consultation with appropriate personnel and is analysed when improving work practices.
   • Customer service complaints are identified and adjustments made to ensure continued service quality.
   • Adjustments are communicated to all those involved in service delivery within appropriate time frames.
   • Delivery of services/products is coordinated and managed to ensure they effectively and efficiently meet agreed quality standards.
3. Manage networks to ensure customer needs are addressed
   • Effective regular communication is established with customers.
   • Relevant networks are established, maintained and expanded to ensure appropriate referral of customers to products/services from within and outside the organization.
   • Procedures are put in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available.
   • Procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services.
   • Records of customer interaction are maintained in accordance with organisational procedures.

Required Skills

Required skills

interpersonal skills to relate to people from a range of social cultural and ethnic backgrounds clear legible writing language skills which allow for adequate communication with customer and all relevant personnel literacy skills to the level required to read and write procedures and reports numeracy skills to the level required to develop and implement customer service procedures

Required knowledge

legislative and regulatory requirements may include but are not limited to Consumer Law Environmental Law Occupational Health and Safety OHS Privacy Legislation Codes of Conducts DiscriminationEqual Employment Opportunity Harassment and other laws specific to local government State and Federal legislation the organisations business structure products and services customer service systemsprocedures including the continuous quality improvement framework together with some knowledge of the customer population and how the system applies to delivering customer service to that customer population the principles of customer service the principles of effective communication in relation to listening questioning and nonverbal communication the individuals role in delivering customer service techniques for dealing with customers with special needs techniques for building relationships of trust and mutually acceptable outcomes related organisations agencies and networks the principles and operations of networks

Evidence Required

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	The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following access and apply customer service policies and procedures respond to customer feedback and complaints develop and use networks to source goods and services provide value for the customer in sourcing and supplying goods and services maintain records of customer feedback and interactions
Context of and specific resources for assessment	Competency requires the application of work practices under work conditions Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances

---

Range Statement

The range statement relates to the unit of competency as a whole.
Internal and external customers may include:	customers with routine or special requests regular and new customers people from a range of social, cultural or ethnic backgrounds people with varying physical and mental abilities.
Relevant networks may include:	agricultural or horticultural manufacturers and suppliers industry associations internal and external customers government agencies and departments specific interest or support groups advisory committees lobby groups research bodies.

---