Required skills

customer service skills to deliver required level and quality of customer service

communication skills to relate to people from diverse backgrounds and people with diverse abilities

interpersonal skills to establish rapport and to build relationships with customers

listening and questioning skills to understand and clarify the needs of customers

literacy skills to communicate and articulate effectively over the required channels

numeracy skills to analyse calculate and validate data accurately as required

organisational skills to manage own tasks and to meet timeframes

stress and time management skills to handle difficult customers and peak periods of activity in a positive and enthusiastic manner

Required knowledge

enterprise communications channels

enterprise performance and customer service expectations

enterprise policies procedures protocols and guidelines

financial delegations policy

operational environment customer base company products and services

principles of customer service

stress and time management techniques

technology and systems

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

Evidence of the following is essential

accurate recording of data

knowledge of enterprise products and services

knowledge of compliance requirements

meeting of agreed standards of contact

understanding of performance targets

use of technology may be modified for use by people with a disability

Context of and specific resources for assessment

Assessment must ensure

access to IT equipment

access to workplace information and data

access to performance management records and data

access to quality assurance guidelines and callcontact guides

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

direct observation during contact may be done by doublejacking on telephone system

review of documentation of performance against target

review of quality assurance feedback

review of accuracy of data and record entry

oral andor written questioning to assess knowledge of the enterprise legislative and regulatory requirements and products and services

observation of practical demonstration of sourcing required information

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCCOA Use multiple information systems

BSBCCO301A Use multiple information systems

BSBCUSA Deliver and monitor a service to customers

BSBCUS301A Deliver and monitor a service to customers.

Customer contact may include:

Call/contact guides or scripts may relate to:

Sources of information may include:

Enterprise policies and procedures may include:

Equipment and systems may include:

Customer retention options may include:

Outsource environment may include:

Relevant legislation, codes, regulations and standards may include:

To respond appropriately participants may be required to: