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Elements and Performance Criteria

Required Skills

Required skills

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

communication skills to

articulate effectively over the required channels

relate to people from diverse backgrounds and with diverse abilities

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

interpersonal skills to

establish rapport and build relationships with customers

handle difficult customers

negotiation skills to persuade customers and elicit buyin on the sale of product or service

numeracy skills to analyse calculate and validate data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

handle peak periods of activity in a positive and enthusiastic manner

seek learning and development opportunities

work in a team environment

Required knowledge

operational environment including

company products and services

organisational communication channels

organisational performance and customer service expectations

organisational policies procedures protocols and guidelines including financial delegation policy

principles of customer service

principles of sales and negotiation

stress and timemanagement techniques

technology and 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

demonstrate knowledge of enterprise products and services and compliance requirements

meet agreed standards of contact

achieve performance targets

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

Context of and specific resources for assessment

Assessment must ensure access to

workplace information and data

performance management records and data

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 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 contact which may be done by double jacking on telephone system

review of documentation of performance against targets

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

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.

Organisational policies and proceduresmay include:	adherence to scheduling scope of the services to be provided financial and decision-making delegations referral and escalation paths.
Products and services may include:	goods ideas infrastructure private and public sets of benefits.
Customer contactmay include:	email and other electronic communications facetoface facsimile internal, external and outsourced customers letter telephone.
Contact guides or scriptsmay relate to:	contact-closing technique contact flow features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements.
Sources of informationmay include:	brochures and pamphlets campaign briefs internet and intranet instruction or product manuals.
Equipment and systemsmay include:	computer and telecommunications equipment, which may be modified for use by people with a disability information management systems workflow management systems.
Contact closuremay include:	a shortened sales cycle overcoming objections asking defining questions maximising opportunities managing complex negotiations increasing productivity and time management moving to transaction discussion once interest has been elicited.
Responding appropriatelymay include:	recording details in enterprise systems discussing, agreeing and recording supply arrangements with customers discussing and agreeing on payment options with customers conducting credit checks.
Customer retention optionsmay include:	loyalty programs or incentives offering value-added services or products recontracting special offers as determined by the organisation from time to time.
Outsource environmentmay include:	customer contact environment servicing customers of another enterprise or business unit by agreement customer contact environment taking contacts for multiple enterprises customer contact environment taking overflow calls for another enterprise.
Relevant legislation, codes, regulations and standardsmay include:	Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act