Required skills

active listening and questioning skills to pick up and explore subtle comments or tones which may help understand or resolve the issue

communication skills to deal effectively with internal and external customers in all situations

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

conflict resolution skills to resolve conflict and to negotiate the best outcomes possible

literacy skills to effectively articulate information and advice across all media

negotiation skills to get a positive result to a difficult situation or contact

numeracy skills to analyse understand and manipulate data as required during contact

problemsolving skills to resolve problems in the most effective and efficient manner

Required knowledge

conflict resolution and negotiation techniques

customer service protocols

escalation process

legislative regulatory and industry code requirements

organisational billing and credit procedures

organisational financial delegations and authorisation limits

product and service charges

risk assessment and management principles

stress management techniques

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

development of options for meeting enquiry

support for escalating staff member

successful negotiation with customer

negotiation of payment arrangements

appropriate efficient and timely debt recovery process

knowledge of legislative regulatory and industry code requirements

Context of and specific resources for assessment

Assessment must ensure

access to workplace information reporting and data

access to information on relevant legislation regulations codes of practice and standards

access to information on organisational policies and standard operating procedures

access to financial delegations and authorisation limits

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

oral andor written questioning to assess knowledge of organisational procedures legislative and regulatory requirements including hardship programs escalation process and financial delegationslimits

review of customer internal and external feedback

direct observation during contact

review of documentation including related work requests

review of quality assurance and performance management feedback

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.

Receiving customer enquiry may include:

Hardship programs may include:

Relevant legislation, codes, regulations and standards may include:

Payment options may include:

Service or product cancellation may include:

Credit management procedures may include: