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Elements and Performance Criteria

1. Establish customer needs
   • Customer needs are regularly monitored via formal and informal communication channels
   • Products and services are assessed against customer needs to determine the ability of the workplace to meet customer aftermarket needs
   • Trends in customer service needs are documented and reported to appropriate persons periodically for planning purposes
2. Update workplace customer database
   • Customer database and documents are regularly updated and vital data is kept for existing and potential customers
   • Customer data is maintained to ensure databases are current
   • Information on customers’ sales and service history is gathered and entered into database
3. Process customer feedback
   • Customer requirements are determined
   • Customer requirements are responded to according to workplace policies and procedures
   • Customer is contacted where appropriate to clarify and confirm feedback
   • Response to customer is provided in a satisfactory manner that meets expectations
4. Maintain professional treatment of customer
   • Workplace sales and service policy standards are regularly reviewed to ensure customer expectations are met
   • Customer loyalty strategies are established and implemented to secure customer loyalty
   • Customer service is provided in a professional manner
   • Work activities are reviewed regularly to ensure customer requirements are met
   • Staff are actively involved in providing customer information to improve sales and service operations and activities

Required Skills

Required skills

communication skills to follow workplace verbal instructions initiative and enterprise skills to recognise a customer problem or potential problem and take action adapt sales and service activities to customer aftermarket relations and communications learning skills to identify sources of information assistance and expert knowledge to expand skills knowledge and understanding literacy skills to understand quality procedures read and follow information in written job instructions specifications standard operating procedures lists drawings and other reference documents numeracy skills to interpret workplace charts and database planning and organising skills to plan aftermarket activities and processes plan own work requirements and prioritise actions to achieve required outcomes and ensure tasks are completed on time identify risk factors and take action to minimise them problemsolving skills to refer problems outside area of responsibility to appropriate person seek information and assistance as required to solve problems selfmanagement skills to select and use appropriate customer communication procedures recognise own limitations and seek advice follow workplace policy teamwork skills to work with diverse individuals and groups apply knowledge of own role to complete activities efficiently to support team activities and tasks technology skills to use IT to collect and store customer information

Required knowledge

procedures for customer service product knowledge processes for maintaining customer databases strategies for dealing with difficult customers allocated duties and responsibilities workplace services location of departments sections and telephone extensions workplace procedures and processes for customer service relating to workplace health and safety WHS consumer law fair trading legislation

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria required Skills and Knowledge the 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 all of the requirements of the performance criteria and required skills and knowledge A person who demonstrates competency in this unit must be able to maintain relevant and current customer databases according to workplace policies and procedures monitor review and assess customer needs and trends ensure appropriate treatment of customers
Context of and specific resources for assessment	Competency is to be assessed in the workplace or a simulated workplace environment that accurately reflects performance in a real workplace setting Assessment is to occur using standard workplace practices and procedures following safety requirements applying environmental constraints Assessment is to comply with relevant regulatory requirements Australian standards industry codes of practice The following resources must be made available for the assessment of this unit a workplace or simulated workplace information relating to customer service telephone directory legislation and codes of practice computer database software customer information and workplace policies and procedures a range of customers with different requirements real or simulated a communication system or a range of communication equipment real or simulated customer database
Method of assessment	Assessment must satisfy the endorsed Assessment Guidelines of this Training Package Assessment methods must confirm consistency and accuracy of performance over time and in a range of workplace relevant contexts together with the application of required skills and knowledge Assessment methods must be by direct observation of tasks and include questioning on required skills and knowledge to ensure correct interpretation and application Competence in this unit may be assessed in conjunction with other units which together form part of a holistic work role Where applicable reasonable adjustment must be made to work environments and training situations to accommodate the needs of diverse clients Assessment processes and techniques must be culturally sensitive and appropriate to the language literacy and numeracy capacity of the candidate and the work being performed

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Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customer may include:	regular client new client person or workplace receiving product or service person or workplace with the potential to receive product or service colleague.
Communication may include:	email Facebook face-to-face surveys telephone Twitter written and verbal.
Database may include:	customer contact details purchase history services history information and enquiry requests special customer requests and needs workplace customer rating business, social and individual group listing.
Workplace policies and procedures may include:	workplace operational policies and procedures workplace customer service policy product manufacturer and component supplier specifications legislative and regulatory requirements industry codes of practice customer follow-up procedures post-sale and post-service workplace policy.
Customer loyalty may include:	product and services update quality of products or services complementary products or services client reward schemes credit or discount facilities formal letters of thanks promotional items follow-up phone calls.

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