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Elements and Performance Criteria

Required Skills

Required skills

communication and negotiation skills to

work effectively with internal and external customers

listen in order to understand customer service deployment issues and undertake necessary action

literacy skills to clearly articulate requirements in work requests

numeracy skills to read and enter data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

work in a team environment

timemanagement skills to work effectively in times of peak or fluctuating demand

Required knowledge

industryspecific terminology

legislative and regulatory requirements relevant to the deployment of customer service field staff

operational environment including customer base company products and services

organisational policy procedures culture values mission business goals and standards relevant to deploying customer service field staff

work deployment systems

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

Evidence of the ability to

communicate with customers staff and management

demonstrate knowledge of business protocols and requirements including legislative and regulatory requirements relating to deploying customer service field staff

use systems to enter maintain and control job details

Context of and specific resources for assessment

Assessment must ensure access to

workplace information and data

real or simulated workplace to discuss customer experience

performance management and quality assurance documentation

relevant legislation and regulatory codes

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 thirdparty workplace reports of onthejob performance by the candidate

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

direct observation during actual calls and followup

direct observation during actual calls and followup

internal and external customer feedback

review of quality assurance feedback

review of data entry and error reports

oral andor written questioning to assess knowledge of business protocols and requirements including regulatory and legislative requirements

analysis of implementation of continuous improvement strategies

review of actual performance against targets

Guidance information for assessment

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

BSBCCOB Use multiple information systems

BSBCCO301B Use multiple information systems

BSBCUSB Deliver and monitor a service to customers

BSBCUS301B Deliver and monitor a service to customers.

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, if used 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.

Job may include:	customer visits to provide services or to assess for service provision or sales installation, maintenance and repair of products or services on customer site work duties requiring travel to another site.
Resources may include:	personnel, including field operatives products tools and equipment transport.
Manual despatch may include:	email facsimile message service telephone call.
Job details may include:	details required to identify and specify the work to be undertaken estimated work time and work required name and address of customer or work site payment details special instructions.
Communication may include:	email facsimile telephone transmission of work or job request electronically.
Business protocols may include:	approved business requirements for the use of communications and work requests guidelines for completion of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements.