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Elements and Performance Criteria

Plan to meet internal and external customer requirements
- Investigate, identify, assess, and include the needs ofcustomersin planning processes
- Ensure plans achieve thequality, time and cost specifications agreed with customers
Ensure delivery of quality products and services
Monitor, adjust and review customer service

Required Skills

Required skills

analytical skills to identify trends and positions of products and services

communication skills to

coach and mentor staff and colleagues

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

problemsolving skills to:

deal with customer enquiries or complaints

deal with complex and nonroutine difficulties

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

Australian consumer law

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

techniques for solving complaints including the principles and techniques involved in the management and organisation of

customer behaviour

customer needs research

customer relations

ongoing product andor service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback

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

plans policies or procedures for delivering quality customer service

demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

knowledge of techniques for solving complaints

Context of and specific resources for assessment

Assessment must ensure

access to appropriate documentation and resources normally used in the workplace

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

assessment of written reports

demonstration of techniques

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

observation of performance in role plays

evaluation of leadership supervision coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards

review of strategies developed and used to monitor progress in achieving product andor service targets and standards

review of records reports and recommendations about managing customer service

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.

Customersmay be:	Board members clients, purchasers of services coworkers, peers and fellow frontline managers members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies supervisors suppliers of goods and services and contractors providing goods and services.
Qualitymay refer to:	characteristics of a product, system, service or process that meet the requirements of customers and interested parties.
Products and servicesmay include:	either products or services goods ideas infrastructure private or public sets of benefits.
Strategiesmay refer to:	databases and other controls to record and compare data over time electronic feedback mechanisms using intranet, internet and email feedback forms and other devices to enable communication from customers longterm or shortterm plans for monitoring achievement and evaluating effectiveness policies and procedures questionnaires, survey and interviews training and development activities.
Resourcesmay include:	buildings/facilities equipment finance information people power/energy technology time.