Required skills

literacy skills to read and understand a variety of texts to prepare general information and papers according to target audience and to edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

technology skills to select and use technology appropriate to a task

communication skills to monitor and advise on customer service strategies

problemsolving skills to deal with customer enquiries or complaints

analytical skills to identify trends and positions of products and services

Required knowledge

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

financial legislation

occupational health and safety OHS

organisational policy and procedures for customer service including handling customer complaints

service standards and best practice models

public relations and product promotion

techniques for dealing with customers including customers with specific needs

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

identifying needs and priorities of customers

distinguishing between different levels of customer satisfaction

treating customers with courtesy and respect

responding to and reporting on customer feedback

knowledge of organisational policy and procedures for customer service

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

examples of documents relating to customer service standards and policies

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

review of reports on customer service delivery

analysis of responses to case studies and scenarios

demonstration of techniques

oral or written questioning to assess knowledge of customer service strategies

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

Appropriate interpersonal skills may include:

Customers may include:

Customer needs and expectations may include:

Organisational requirements may include:

Effective communication may include:

Designated individuals may include:

Customer complaints may include:

Specific needs of customers may relate to:

Opportunities to promote and enhance services and products may include:

Verifiable evidence may include: