Required skills

collect organise and understand information related to collating and analysing customer requirements and information

communication skills in relation to dealing with customers difficult customers and managing conflict and negotiation

literacy skills in regard to message taking in person or by telephone and completing written or computer documents of customer requirements and action plans

plan and organise activities to select and follow processesprocedures to ensure desired outcome

work with others and in a team by requesting and using informationassistance from colleagues

use mathematical ideas and techniques to include numerical skills in relation to calculatingmodelling various financial andor insurance arrangements

establish diagnostic processes which include operational skills and techniques in customer service and problemsolving skills

use workplace technology related to technical skills in operating enterprise telephone systems and other communication equipment

Required knowledge

Knowledge of

industryenterprise policies and procedures in regard to

customer service

customer requirementsneeds documentation

allocated dutiesresponsibilities

the range of enterprise merchandise and services location of departmentssections and telephone extensions of departmentssections suppliers finance and insurance

legislation and statutory requirements including occupational health and safety OHS consumer law trade practices and fair trading legislation

industryworkplace codes of practice in relation to customer service

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

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of

identifying customer requirements professionally courteously with tact and without presumptions

generating and advising customer of viable options to meet customer needs

calculating and informing customer of detailed costs and timeframes of agreed option

proposing and gaining agreement by customer to an action plan to satisfy customer needs

Context of and specific resources for assessment

This unit may be assessed in conjunction with other units that form part of the job role or function

Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment.

Evidence is best gathered using the products processes and procedures of the individual workplace as the means by which the candidate achieves industry competencies

The following should be made available

a workplace or simulated workplace

documentation such as enterprise policy and procedure manuals relating to customer service enterprise telephone directory legislation and codes of practice

a range of customers with different complex requirements real or simulated

a communication system or a range of communication equipment

real or simulated customer documents or database

a qualified workplace assessor

Method of assessment

It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover the varying circumstances Evidence of performance may be provided by customers team leadersmembers or other persons subject to agreed authentication arrangements

Guidance information for assessment

Unit scope

Customers

Staff

Complex customer requirements

Information/documents