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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. Plan to meet internal and external customer requirements
   • The needs of customers are investigated, understood and assessed, and included in planning processes
   • Plans achieve the quality, time and cost specifications agreed with customers
2. Ensure delivery of quality products and/or services
   • Products and/or services are delivered to customer specifications within the team's business plan
   • Team performance is managed to consistently meet the organisation's quality and delivery standards
   • Leadership, supervision, coaching and mentoring assist colleagues to overcome difficulty in meeting customer service standards
3. Monitor, adjust and review customer service
   • Strategies to monitor progress in achieving product and/or service targets and standards are developed and used
   • Strategies to obtain customer feedback are developed and used to improve the provision of products and/or services
   • Resources are developed, procured and used effectively to provide quality products and/or services to customers
   • Decisions to overcome problems and to adapt customer service and products and/or service delivery are taken in consultation with appropriate individuals and groups
   • Records, reports and recommendations are managed within the organisation's systems and processes

Required Skills

Not applicable

Evidence Required

The Evidence Guide provides advice to inform and support appropriate assessment of this unit It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package

Overview of Assessment Requirements

A person who demonstrates competence in this standard must be able to provide evidence that they are able to develop strategies designed to meet customer needs provide quality service review and improve service develop processes to access and followup customer feedback and manage a system for reportingrecording customer service outcomes

Specific Evidence Requirements

Required knowledge and understanding include

relevant legislation from all levels of government that affects business operation especially in regard to occupational health and safety and environmental issues equal opportunity industrial relations and antidiscrimination

the organisations policies and procedures for dealing with customers

the principles and techniques involved in the management and organisation of

customer needs research

strategies to obtain customer feedback

customer relations

customer behaviour

problem identification and resolution

quality customer service delivery

ongoing product andor service quality

record keeping and management methods

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

consultation and communication techniques

leadership and mentoring techniques

management of relationships to achieve strategic planning responsibilities

strategies for contributing to the elimination of discriminationbias

Required skills and attributes include

ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

functional literacy skills to access and use workplace information

communication skills

skills to research analyse and report information

planning and organising skills

team work skills

problemsolving skills to deal with complex and nonroutine difficulties

technology skills at the appropriate level

coaching and mentoring skills to provide support to colleagues

Key competencies or generic skills relevant to this unit

The seven key competencies represent generic skills considered essential for effective work participation Innovation skills represent a further area of generic competence The bracketed numbering indicates the performance level required in this unit

Level represents the competence to undertake tasks effectively

Level represents the competence to manage tasks

Level represents the competence to use concepts for evaluating and reshaping tasks The bulleted points provide examples of how the key competencies can be applied for this unit

Communicating ideas and information

consulting with others on customer needs and to report on customer service outcomes

Collecting analysing and organising information

ensuring that appropriate strategies are in place to collect organise and monitor customer information

Planning and organising activities

planning to meet customer needs and to manage a system for reportingrecording customer service outcomes

Working in a team

using leadership supervision coaching and mentoring to manage team performance consulting with team members on planning delivery and improvement

Using mathematical ideas and techniques

undertaking calculations associated with customer service

Solving problems

identifying and resolving deficiencies in customer service and developing strategies to improve service

Using technology

using technology to assist the management of customer information

Innovation skills

developing an innovative approach to the development of strategies to improve customer service provision

Products that could be used as evidence include

documentation produced in managing quality customer service such as

contribution to organisational policies and procedures

procedures and policies for dealing with customer service provision and related codes of conduct

actions taken to address customer service information collection and retrieval

actions taken to address methods of analysing information and developing andor maintaining a customer service information system

actions taken to address internal and external customer service issues

advice and input into management decisions related to customer service

learning and development plans for team members

materials developed for coaching mentoring and training

induction programs developed andor delivered

actions taken to address issues and problems within work team

reviews of people management

records of people management lessons learned

Processes that could be used as evidence include

how customers needs have been addressed

how planning was conducted and specifications achieved

how products andor services have been delivered

how team performance was managed

how team members were guided and supported in performing their role

examples of strategies developed to monitor customer service and to obtain customer feedback

examples of resources developed to provide for customers needs

examples of strategies to adapt customer service delivery to overcome problems

examples of how records and reporting procedures were managed within the organisations processes

Resource implications for assessment include

access by the learner and trainer to appropriate documentation and resources normally used in the workplace

Validity and sufficiency of evidence requires

that this unit can be assessed in the workplace or in a closely simulated work environment

that where assessment is part of a learning experience evidence will need to be collected over a period of time involving both formative and summative assessment

that examples of actions taken by the candidate to promote quality customer service are provided

Integrated competency assessment means

this unit should be assessed with other frontline management units taken as part of this qualification as applicable to the candidates leadership role in a work team and as part of an integrated assessment activity

The Evidence Guide provides advice to inform and support appropriate assessment of this unit It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package

Overview of Assessment Requirements

A person who demonstrates competence in this standard must be able to provide evidence that they are able to develop strategies designed to meet customer needs provide quality service review and improve service develop processes to access and followup customer feedback and manage a system for reportingrecording customer service outcomes

Specific Evidence Requirements

Required knowledge and understanding include

relevant legislation from all levels of government that affects business operation especially in regard to occupational health and safety and environmental issues equal opportunity industrial relations and antidiscrimination

the organisations policies and procedures for dealing with customers

the principles and techniques involved in the management and organisation of

customer needs research

strategies to obtain customer feedback

customer relations

customer behaviour

problem identification and resolution

quality customer service delivery

ongoing product andor service quality

record keeping and management methods

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

consultation and communication techniques

leadership and mentoring techniques

management of relationships to achieve strategic planning responsibilities

strategies for contributing to the elimination of discriminationbias

Required skills and attributes include

ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

functional literacy skills to access and use workplace information

communication skills

skills to research analyse and report information

planning and organising skills

team work skills

problemsolving skills to deal with complex and nonroutine difficulties

technology skills at the appropriate level

coaching and mentoring skills to provide support to colleagues

Key competencies or generic skills relevant to this unit

The seven key competencies represent generic skills considered essential for effective work participation Innovation skills represent a further area of generic competence The bracketed numbering indicates the performance level required in this unit

Level represents the competence to undertake tasks effectively

Level represents the competence to manage tasks

Level represents the competence to use concepts for evaluating and reshaping tasks The bulleted points provide examples of how the key competencies can be applied for this unit

Communicating ideas and information

consulting with others on customer needs and to report on customer service outcomes

Collecting analysing and organising information

ensuring that appropriate strategies are in place to collect organise and monitor customer information

Planning and organising activities

planning to meet customer needs and to manage a system for reportingrecording customer service outcomes

Working in a team

using leadership supervision coaching and mentoring to manage team performance consulting with team members on planning delivery and improvement

Using mathematical ideas and techniques

undertaking calculations associated with customer service

Solving problems

identifying and resolving deficiencies in customer service and developing strategies to improve service

Using technology

using technology to assist the management of customer information

Innovation skills

developing an innovative approach to the development of strategies to improve customer service provision

Products that could be used as evidence include

documentation produced in managing quality customer service such as

contribution to organisational policies and procedures

procedures and policies for dealing with customer service provision and related codes of conduct

actions taken to address customer service information collection and retrieval

actions taken to address methods of analysing information and developing andor maintaining a customer service information system

actions taken to address internal and external customer service issues

advice and input into management decisions related to customer service

learning and development plans for team members

materials developed for coaching mentoring and training

induction programs developed andor delivered

actions taken to address issues and problems within work team

reviews of people management

records of people management lessons learned

Processes that could be used as evidence include

how customers needs have been addressed

how planning was conducted and specifications achieved

how products andor services have been delivered

how team performance was managed

how team members were guided and supported in performing their role

examples of strategies developed to monitor customer service and to obtain customer feedback

examples of resources developed to provide for customers needs

examples of strategies to adapt customer service delivery to overcome problems

examples of how records and reporting procedures were managed within the organisations processes

Resource implications for assessment include

access by the learner and trainer to appropriate documentation and resources normally used in the workplace

Validity and sufficiency of evidence requires

that this unit can be assessed in the workplace or in a closely simulated work environment

that where assessment is part of a learning experience evidence will need to be collected over a period of time involving both formative and summative assessment

that examples of actions taken by the candidate to promote quality customer service are provided

Integrated competency assessment means

this unit should be assessed with other frontline management units taken as part of this qualification as applicable to the candidates leadership role in a work team and as part of an integrated assessment activity

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Range Statement

The Range Statement adds definition to the unit by elaborating critical or significant aspects of the performance requirements of the unit. The Range Statement establishes the range of indicative meanings or applications of these requirements in different operating contexts and conditions. The specific aspects which require elaboration are identified by the use of italics in the Performance Criteria.

Legislation, codes and national standards relevant to the workplace may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations, anti-discrimination and record keeping standards and legislation

relevant industry codes of practice

OHS considerations may include:

knowledge of OHS legislation, principles and practice within the context of the organisation's operations and plans

OHS practice as an ethical standard and legislative requirement

training of all employees in health and safety procedures

regular updating and reviewing of the organisation's OHS systems, procedures and records

organisation's responsibilities to customers and suppliers

adjustment of communications and OHS approach to cater for social and cultural diversity and special needs

Customers may be:

co-workers, peers and fellow frontline managers

supervisors

Board members

clients, purchasers of services

members of the general public who make contact with the organisation, such as prospective purchasers of services

suppliers of goods and services and contractors providing goods and services

potential funding bodies

Quality may refer to:

the characteristics of a product , system, service or process meets the requirements of customers and interested parties

Strategies may refer to:

policies and procedures

long-term or short-term plans for monitoring achievement and evaluating effectiveness

feedback forms and other devices to enable communication from customers

electronic feedback mechanisms using intranet, internet and email

training and development activities

questionnaires, survey and interviews

databases and other controls to record and compare data over time

Resources may include:

people

power/energy

information

finance

buildings/facilities

equipment

technology

time

The Range Statement adds definition to the unit by elaborating critical or significant aspects of the performance requirements of the unit. The Range Statement establishes the range of indicative meanings or applications of these requirements in different operating contexts and conditions. The specific aspects which require elaboration are identified by the use of italics in the Performance Criteria.

Legislation, codes and national standards relevant to the workplace may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations, anti-discrimination and record keeping standards and legislation

relevant industry codes of practice

OHS considerations may include:

knowledge of OHS legislation, principles and practice within the context of the organisation's operations and plans

OHS practice as an ethical standard and legislative requirement

training of all employees in health and safety procedures

regular updating and reviewing of the organisation's OHS systems, procedures and records

organisation's responsibilities to customers and suppliers

adjustment of communications and OHS approach to cater for social and cultural diversity and special needs

Customers may be:

co-workers, peers and fellow frontline managers

supervisors

Board members

clients, purchasers of services

members of the general public who make contact with the organisation, such as prospective purchasers of services

suppliers of goods and services and contractors providing goods and services

potential funding bodies

Quality may refer to:

the characteristics of a product , system, service or process meets the requirements of customers and interested parties

Strategies may refer to:

policies and procedures

long-term or short-term plans for monitoring achievement and evaluating effectiveness

feedback forms and other devices to enable communication from customers

electronic feedback mechanisms using intranet, internet and email

training and development activities

questionnaires, survey and interviews

databases and other controls to record and compare data over time

Resources may include:

people

power/energy

information

finance

buildings/facilities

equipment

technology

time

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