Required skills

communication skills to convey meaning clearly concisely and coherently

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

literacy skills to communicate with customers and to develop required product knowledge

numeracy skills to interpret customer requirements and to meet customer needs

problemsolving skills to deal with customer enquiries or complaints

Required knowledge

key provisions of relevant legislation from all forms of government that may affect aspects of business operations such as

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety OHS

organisational policies and procedures relating to customer service and the customer service process

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

demonstrating all stages of customer service interactions

responding to customer feedback

demonstrating a range of interpersonal skills

knowledge of relevant legislation

Context of and specific resources for assessment

Assessment must ensure

access to an actual workplace or simulated environment

access to office equipment and resources

examples of customer complaints and policies relating to customer service

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

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of customer service and communication techniques

review of information provided to customers about problems and delays and customer followup

review of documentation recording feedback and communication between customers and the organisation

Guidance information for assessment

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

sales units

other customer service units

Customers may include:

Organisational requirements may include:

Interpersonal skills may include:

Designated persons may include:

Opportunities may include:

Customer feedback may be about: