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Elements and Performance Criteria

  1. Advise on customer needs.
  2. Support implementation of customer service strategies.
  3. Evaluate and report on customer service.

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

Required skills

application skills to apply relevant agreements codes of practice or other legislative requirements to work processes

computing skills to access the internet and web pages prepare and complete online forms lodge electronic documents and search online databases

evaluation skills to assess effectiveness of customer service strategies

interpersonal skills to develop a rapport with customers and relate to people from a range of social cultural and ethnic backgrounds and varying physical and mental abilities

language skills to allow for adequate communication with customers

literacy skills to interpret customer feedback and respond to customer complaints

numeracy skills to analyse customer service data interpret customer requirements and meet their needs

problem solving skills to identify alternative services that better match customer needs

technology skills to organise customer service data prepare and present information to customers and prepare reports on improvements to customer service strategies

Required knowledge and understanding

common problems relating to customer service

consultation methods techniques and protocols

organisational business structure products and services

organisational policy and procedures for customer service including handling customer complaints

principles of customer services

product and service standards and best practice models

relevant federal and state or territory legislation and local government regulations related to

antidiscrimination

consumer protection

environmental issues

equal employment opportunity EEO

financial probity

franchise and business structures

industrial relations

OHS

property sales leasing and management

techniques for dealing with customers with special needs

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this Training Package

Overview of assessment

This unit of competency could be assessed through practical demonstration of providing advice to customers and evaluating customer service Targeted written including alternative formats where necessary or verbal questioning to assess the candidates underpinning knowledge would provide additional supporting evidence of competence The demonstration and questioning would include collecting evidence of the candidates knowledge and application of ethical standards and relevant federal and state or territory legislation and regulations This assessment may be carried out in a simulated or workplace environment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of

demonstrating appropriate customer relations behaviour and designing strategies to improve delivery of services

distinguishing between different levels of customer satisfaction

identifying and confirming needs priorities and expectations of the organisation and owner in delivering services to customers

knowledge of organisations practices ethical standards and legislative requirements associated with providing advice to customers and evaluating customer service

providing constructive advice on customer service practices

responding to and reporting on customer complaints and feedback

Context of and specific resources for assessment

Resource implications for assessment include

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services

Where applicable physical resources should include equipment modified for people with disabilities

Access must be provided to appropriate learning andor assessment support when required

Assessment processes and techniques must be culturally appropriate and appropriate to the language and literacy capacity of the candidate and the work being performed

Validity and sufficiency of evidence require that

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the persons competence

all assessment that is part of a structured learning experience must include a combination of direct indirect and supplementary evidence

where assessment is for the purpose of recognition RCCRPL the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated projectbased activity and must include evidence relating to each of the elements in this unit

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions and will reflect the requirements of the competency and the work being performed

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 in the performance criteria is detailed below. Add any 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.

Customers may include:

corporate customers

customers with routine or special requests

individual members of the organisation

internal or external customers

members of the public

other agencies

people from a range of social, cultural or ethnic backgrounds

regular or new customers.

Customer needs may relate to:

advice or general information

company information on services

contract administration

current and planned property development

making an appointment

management policy and procedures

property characteristics, including:

availability of alternative energy sources

accessibility for people with disabilities

energy efficiency

energy ratings

water saving devices

property operations

sales and marketing services

specific information.

Communication techniques may include:

active listening

clear, legible writing

maintaining eye contact

non-verbal communication, such as body language and personal presentation

speaking clearly and concisely

using appropriate language and tone of voice

using open and closed questions.

Organisational requirements may be outlined and reflected in:

business and performance plans

complaint and dispute resolution procedures

legal and ethical requirements and codes of practice

marketing guidelines

OHS policies, procedures and programs

policies and procedures in relation to client service

quality and continuous improvement processes and standards.

Business equipment and technology may include:

computers

data storage devices

email

facsimile machines

internet, extranet and intranet

photocopiers

printers

scanners

software applications, such as databases and word applications.

Relevant people may include:

colleagues

committees

customers

external organisations

supervisors.

Legislative requirements may be outlined and reflected in:

Australian standards

codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law

home building requirements

privacy requirements

quality assurance and certification requirements

relevant federal, and state or territory legislation that affects organisational operation, including:

anti-discrimination and diversity

environmental issues

EEO

industrial relations

OHS

strata, community and company titles

tenancy agreements

trade practices laws and guidelines.

Procedures to resolve customer difficulties may include:

external agencies, such as the Ombudsman

providing replacement products or services

referrals to supervisor

refund of monies

review of products or services

using conflict management techniques.

Coaching and mentoring assistance may include:

fair and ethical practice

non-discriminatory processes and activities

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

providing feedback to another team member

respecting the contribution of all participants and giving credit for achievements.