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Elements and Performance Criteria

Obtain details of customer and nature of enquiry
Research the information relevant to the enquiry
- Sources of information are identified so that an appropriate response can be provided within authority levels
- Information is obtained, organised and analysed to provide an accurate and satisfactory response
Determine a suitable response to the enquiry
- Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe
- Response is comprehensive, clear and delivered in the most appropriate form and within the agreed timeframe
Communicate information to the customer
Update relevant records
- Information on the nature and frequency of enquiries is collected for evaluation
- Details of the enquiry are recorded as required by organisational procedures

Required Skills

Required skills

communication skills to

determine and confirm customer requirements using questioning and active listening as required

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

prepare responses to meet client enquiries

literacy skills to read documents and complete forms and transaction records accurately

numeracy and IT skills to

access and use computerbased service systems

access and use internet information

problem solving skills to address customer service issues

organisational skills including the ability to plan and sequence work

teamwork skills to work cooperatively with others

reading skills to

read and understand relevant legislation regulation and codes of practice

read and interpret client communications

read and interpret organisational procedures

writing skills to

accurately record information

draft business letters and emails

Required knowledge

company policy procedures and requirements

customer service process including dispute and conflict resolution

privacy and confidentiality legislation and requirements

productpolicy terms and conditions

relevant legislation and industry codes of practice

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 ability to

respond to a range of enquiries that satisfy the customers needs and achieve the company outcomes

consideration of and adaptation to any special needs of customers including ethnic origin religion socioeconomic status and demographic needs

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment technology software and consumables

access to organisational records policies and procedures

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

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

simulated tasks involving preparation of reports from supplied data

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

Guidance information for assessment

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.

Nature of the enquiry may include:	initial enquiry about a product or service enquiry about ongoing use of a product or services complaint about an error request for new product or service claim against a policy
Scope of responsibility or authority areamay include:	job description or accountability area regulatory requirements relevant legislation
Sources of information may include:	company records credit reference organisation past history with the organisation or other organisations organisation's policy and procedures manuals legislation
Customer's special needs may include:	ethnic origin religion socio-economic status age and sex