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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to identify trends and positions of products and services

communication skills to monitor and advise on customer service strategies

literacy skills to

edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

prepare general information and papers according to target audience

read and understand a variety of texts

problemsolving skills to deal with customer enquiries or complaints

problemsolving skills to deal with customer enquiries or complaints

technology skills to select and use technology appropriate to a task

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities

Required knowledge

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

antidiscrimination legislation

antidiscrimination legislation

ethical principles

codes of practice

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

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 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

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

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.

Appropriate interpersonal skillsmay include:	listening actively to what the customer is communicating providing an opportunity for the customer to confirm their request questioning to clarify and confirm customer needs seeking feedback from the customer to confirm understanding of needs summarising and paraphrasing to check understanding of customer message using appropriate body language.
Customersmay include:	corporate customers individual members of the organisation individual members of the public internal or external other agencies.
Customer needs and expectationsmay include:	accuracy of information advice or general information complaints fairness/politeness further information making an appointment prices/value purchasing organisation’s products and services returning organisation’s products and services specific information.
Organisational requirementsmay include:	access and equity principles and practice antidiscrimination and related policy defined resource parameters goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurance and/or procedures manuals replacement and refund policy and procedures who is responsible for products or services.
Effective communicationmay include:	giving customers full attention maintaining eye contact, except where eye contact may be culturally inappropriate speaking clearly and concisely using active listening techniques using appropriate language and tone of voice using clear written information/communication using nonverbal communication e.g. body language, personal presentation (for facetoface interactions) using open and/or closed questions.
Designated individualsmay include:	colleagues customers line management supervisor.
Customer complaintsmay include:	administrative errors such as incorrect invoices or prices customer satisfaction with service quality damaged goods or goods not delivered delivery errors product not delivered on time service errors warehouse or store room errors such as incorrect product delivered.
Specific needsof customersmay relate to:	age beliefs/values culture disability gender language religious/spiritual observances.
Opportunitiesto promote and enhance services and products may include:	extending time lines packaging procedures procedures for delivery of goods returns policy system for recording complaints updating customer service charter.
Verifiable evidencemay include:	customer satisfaction questionnaires audit documentation and reports quality assurance data returned goods lapsed customers service calls complaints.