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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. Assist customer to articulate needs
   • Ensure customer needs are fully explored, understood and agreed
   • Explain and match available services and products to customer needs
   • Identify and communicate rights and responsibilities of customers to the customer as appropriate
2. Satisfy complex customer needs
   • Explain possibilities for meeting customer needs
   • Assist customers to evaluate service and/or product options to satisfy their needs
   • Determine and prioritise preferred actions
   • Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
3. Manage networks to ensure customer needs are addressed
   • Establish effective regular communication with customers
   • Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
   • Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable
   • Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
   • Maintain records of customer interaction in accordance with organisational procedures

Performance Evidence

Evidence of the ability to:

communicate effectively with customers including

helping customers to articulate their needs and evaluate options

explaining products/services and how they match customer needs

establishing regular communication

explaining customer rights and responsibilities

address customer’s needs

use organisational procedures to document customer satisfaction

develop and maintain networks to support meeting customer needs

identify potential difficulties in meeting customer needs and taking appropriate action.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain organisational procedures and standards for establishing and maintaining customer service relationships

describe informed consent

explain consumer rights and responsibilities

describe ways to establish effective regular communication with customers

outline details of products or services including with reference to:

possible alternative products and services

variations within a limited product and service range.

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