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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Advise on customer service needs
  2. Support implementation of customer service strategies
  3. Evaluate and report on customer service

Evidence Required

The Evidence Guide identifies the critical aspects underpinning knowledge and skills to be demonstrated to confirm competency for this unit This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement

Critical Aspects of Evidence

Identifying needs and priorities of the organisation in delivering services to customers

Distinguishing between different levels of customer satisfaction

Providing constructive advice on customer service practices

Responding to and reporting on customer feedback

Designing strategies to improve delivery of products and services

Underpinning Knowledge

At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

The relevant legislation from all levels of government that affects business operation especially in regard to Occupational Health and Safety and environmental issues equal opportunity industrial relations and antidiscrimination

Understanding the principles of customer services

Understanding the organisations business structure products and services

Understanding the organisations policy and procedures for customer service including handling customer complaints

Knowledge of product and service standards and best practice models

Knowledge of common problems relating to customer service

Understanding consultation methods techniques and protocols

Knowledge of techniques for dealing with customers with special needs

Underpinning Skills

Planning skills to develop implementation schedules

Evaluation skills to assess effectiveness of customer service strategies

Literacy skills to interpret a variety of texts prepare information and papers write formal and informal letters according to target audience

Interpersonal skills to relate effectively to people from a range of social cultural and ethnic backgrounds

Technology skills including the ability to select and use technology appropriate to a task

Problem solving skills to diagnose organisational problems relating to customer services

Report writing skills to provide recommendations for the enhancement of products or services

Ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Contexts of Assessment

Competency is demonstrated by performance of all stated criteria including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting analysing and organising information Level to monitor and report on customer services

Communicating ideas and information Level on products and services

Planning and organising activities Level to enhance products and services

Working with teams and others Level in completing scheduled tasks

Using mathematical ideas and techniques Level to determine service or product costs

Solving problems Level to respond to customer enquiries or complaints

Using technology Level to complete allocated tasks

The Evidence Guide identifies the critical aspects underpinning knowledge and skills to be demonstrated to confirm competency for this unit This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement

Critical Aspects of Evidence

Identifying needs and priorities of the organisation in delivering services to customers

Distinguishing between different levels of customer satisfaction

Providing constructive advice on customer service practices

Responding to and reporting on customer feedback

Designing strategies to improve delivery of products and services

Underpinning Knowledge

At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

The relevant legislation from all levels of government that affects business operation especially in regard to Occupational Health and Safety and environmental issues equal opportunity industrial relations and antidiscrimination

Understanding the principles of customer services

Understanding the organisations business structure products and services

Understanding the organisations policy and procedures for customer service including handling customer complaints

Knowledge of product and service standards and best practice models

Knowledge of common problems relating to customer service

Understanding consultation methods techniques and protocols

Knowledge of techniques for dealing with customers with special needs

Underpinning Skills

Planning skills to develop implementation schedules

Evaluation skills to assess effectiveness of customer service strategies

Literacy skills to interpret a variety of texts prepare information and papers write formal and informal letters according to target audience

Interpersonal skills to relate effectively to people from a range of social cultural and ethnic backgrounds

Technology skills including the ability to select and use technology appropriate to a task

Problem solving skills to diagnose organisational problems relating to customer services

Report writing skills to provide recommendations for the enhancement of products or services

Ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Contexts of Assessment

Competency is demonstrated by performance of all stated criteria including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting analysing and organising information Level to monitor and report on customer services

Communicating ideas and information Level on products and services

Planning and organising activities Level to enhance products and services

Working with teams and others Level in completing scheduled tasks

Using mathematical ideas and techniques Level to determine service or product costs

Solving problems Level to respond to customer enquiries or complaints

Using technology Level to complete allocated tasks

Range Statement

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Customer needs may relate to:

advice or general information

specific information

further information

making an appointment

complaints

purchasing organisation's products and services

returning organisation's products and services

accuracy of information

fairness/politeness

prices/value

Communication techniques may include:

consultation methods, techniques and protocols

analysing customer satisfaction surveys

conducting interviews

questioning

summarising and paraphrasing

seeking feedback to confirm understanding

making recommendations

obtaining management decisions

analysing quality assurance data

Customers can be:

internal or external

other agencies

individual members of the organisation

corporate customers

individual members of the public

Organisational requirements may include:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

Occupational Health and Safety policies, procedures and programs

confidentiality and security requirements

anti-discrimination and related policy

access and equity principles and practice

ethical standards

quality and continuous improvement processes and standards

defined resource parameters

who is responsible for products or services

pricing and discount policies

replacement and refund policy and procedures

payment and delivery options

Business technology may include:

photocopier

computer

printer

binder

shredder

answering machine

fax machine

telephone

Designated individuals and groups may include:

supervisor

customers

colleagues

external organisation

committee

line management

Procedures to resolve customer difficulties may include:

using conflict management techniques

refund of monies

item replacement

referrals to supervisor

review of products or services

external agencies (eg Ombudsman)

Customer complaints may include:

damaged goods or goods not delivered

administrative errors such as incorrect invoices or prices

warehouse or store room errors such as incorrect product delivered

service errors

delivery errors

products not delivered on time

customer satisfaction with service quality

Coaching and mentoring assistance may include:

providing feedback to another team member

fair and ethical practice

non-discriminatory processes and activities

respecting the contribution of all participants and giving credit for achievements

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

Customer service strategies may include:

delivery times

price offers

product/service availability

product/refund guarantees

merchandise characteristics

courtesy/politeness

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Customer needs may relate to:

advice or general information

specific information

further information

making an appointment

complaints

purchasing organisation's products and services

returning organisation's products and services

accuracy of information

fairness/politeness

prices/value

Communication techniques may include:

consultation methods, techniques and protocols

analysing customer satisfaction surveys

conducting interviews

questioning

summarising and paraphrasing

seeking feedback to confirm understanding

making recommendations

obtaining management decisions

analysing quality assurance data

Customers can be:

internal or external

other agencies

individual members of the organisation

corporate customers

individual members of the public

Organisational requirements may include:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

Occupational Health and Safety policies, procedures and programs

confidentiality and security requirements

anti-discrimination and related policy

access and equity principles and practice

ethical standards

quality and continuous improvement processes and standards

defined resource parameters

who is responsible for products or services

pricing and discount policies

replacement and refund policy and procedures

payment and delivery options

Business technology may include:

photocopier

computer

printer

binder

shredder

answering machine

fax machine

telephone

Designated individuals and groups may include:

supervisor

customers

colleagues

external organisation

committee

line management

Procedures to resolve customer difficulties may include:

using conflict management techniques

refund of monies

item replacement

referrals to supervisor

review of products or services

external agencies (eg Ombudsman)

Customer complaints may include:

damaged goods or goods not delivered

administrative errors such as incorrect invoices or prices

warehouse or store room errors such as incorrect product delivered

service errors

delivery errors

products not delivered on time

customer satisfaction with service quality

Coaching and mentoring assistance may include:

providing feedback to another team member

fair and ethical practice

non-discriminatory processes and activities

respecting the contribution of all participants and giving credit for achievements

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

Customer service strategies may include:

delivery times

price offers

product/service availability

product/refund guarantees

merchandise characteristics

courtesy/politeness