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Elements and Performance Criteria

1. Maintain customer database
   • Information relating to new customers is uploaded regularly to database according to workplace procedures
   • Information relating to existing customers is regularly updated to maintain relevance and currency of database
   • Information relating to customers and their sales and service history is accessed and analysed
2. Determine customer value-adding opportunities
   • Customer needs and value-adding opportunities are regularly monitored via information accessible on the company database and through informal channels
   • Current automotive products and services are assessed against customer needs
   • Trends in customer service needs and value-adding opportunities are documented and reported to supervisor
3. Contribute to workplace business operations
   • Customer service operations are reviewed with supervisor to check alignment with current customer service requirements
   • Recommendations for changes to customer service operations are made following consultation with supervisor
4. Maintain customer database
   • Information relating to new customers is uploaded regularly to database according to workplace procedures
   • Information relating to existing customers is regularly updated to maintain relevance and currency of database
   • Information relating to customers and their sales and service history is accessed and analysed
5. Determine customer value-adding opportunities
   • Customer needs and value-adding opportunities are regularly monitored via information accessible on the company database and through informal channels
   • Current automotive products and services are assessed against customer needs
   • Trends in customer service needs and value-adding opportunities are documented and reported to supervisor
6. Contribute to workplace business operations
   • Customer service operations are reviewed with supervisor to check alignment with current customer service requirements
   • Recommendations for changes to customer service operations are made following consultation with supervisor

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

There is no Range of Conditions for this unit.

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Performance Evidence

Before competency can be determined, individuals must demonstrate they can perform the following according to the standards defined in this unit’s elements, performance criteria and foundation skills:

update and maintain a customer database according to workplace procedures

provide a report that shows evidence of monitoring and reviewing information relating to customer needs and value-adding opportunities

provide evidence of conducting one of the following activities to address customer service standards and requirements:

staff or team meeting

staff or team training session

staff or team information session

staff or team member feedback or review.

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Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

procedures for using workplace databases, including:

accessing database and entering data

retrieving data

analysing data, including basic statistical processes, including mean, median and mode

presenting data, including tables and graphs

customer service principles and practices relevant to automotive workplaces, including:

recording customer requirements and enquiries

contact and follow-up procedures

feedback and complaints handling, including feedback surveys

techniques for value adding to customer services, including creating positive consumer experiences through customer-centred approaches

procedures for comparing actual customer service operations against expected operations.

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