Required skills

literacy skills to read a variety of texts to prepare general information and papers and to write formal and informal letters according to target audience

planning skills to develop implementation schedules

problemsolving skills to diagnose organisational problems relating to customer 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

environmental issues

occupational health and safety OHS

principles of customer service

organisational business structure products and services

product and service standards and best practice models

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 the organisation in delivering services to customers

responding to and reporting on customer feedback

designing strategies to improve delivery of products and services

knowledge of the principles of 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 feedback and strategies

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 documentation reporting changes necessary to maintain service standards

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

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

review of systems records and reporting procedures to compare changes in customer satisfaction

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

Customer needs may relate to:

Communication techniques may include:

Customers may include:

Organisational requirements may include:

Business technology may include:

Online services may include:

Designated individuals and groups may include:

Procedures to resolve customer difficulties may include:

Customer complaints may include:

Customer service strategies may include: