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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. Identify customer requirements
   • Customer requirements are identified from verbal or written communication.
   • The degree to which customer requirements can be met is clearly communicated including details such as cost, delivery date, quantity or quality.
   • Alternatives are proposed for any inability to completely satisfy customer requirements.
2. Action customer requirements
   • Appropriate action is taken to implement customer requirements.
   • Customer requirements not able to be met are recorded and followed up.

Required Skills

Required skills

Look for evidence that confirms skills in reading interpreting and following information entering routine and familiar information onto proformas and standard workplace forms checking and clarifying information following verbal instructions orally reporting routine information communicating and questioning proposing alternative products andor services taking action to implement customer requirements recording and following up customer requirements not able to be met

Required knowledge

Look for evidence that confirms knowledge of the cost of the required product or service the quantities of the available product the quality of the available product the delivery date of the product or service the reasons for informing the customer promptly of the abilityinability to meet the customer requirements alternative products andor services that may meet the customers requirements the procedures for actioning customer orders the procedures for recording and actioning customer complaints the procedure for recording customer requirements which are not met the procedures for following up on customer requirements that are not met safe workplace practices

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	A person who demonstrates competency in this unit must be able to perform internalexternal customer service Competency in this unit cannot be claimed until all prerequisites have been satisfied
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Assessors must be satisfied that the candidate can competently and consistently perform all elements of the unit as specified by the criteria including required knowledge and be capable of applying the competency in new and different situations and contexts
Context of and specific resources for assessment	This unit may be assessed on the job off the job or a combination of both on and off the job Where assessment occurs off the job that is the candidate is not in productive work then an appropriate simulation must be used where the range of conditions reflects realistic workplace situations The competencies covered by this unit would be demonstrated by an individual working alone or as part of a team The assessment environment should not disadvantage the candidate This unit could be assessed in conjunction with any other units addressing the safety quality communication materials handling recording and reporting associated with performing internalexternal customer service or other units requiring the exercise of the skills and knowledge covered by this unit
Method of assessment	Assessors should gather a range of evidence that is valid sufficient current and authentic Evidence can be gathered through a variety of ways including direct observation supervisors reports project work samples and questioning Questioning should not require language literacy and numeracy skills beyond those required in this unit The candidate must have access to all tools equipment materials and documentation required The candidate must be permitted to refer to any relevant workplace procedures product and manufacturing specifications codes standards manuals and reference materials
Guidance information for assessment

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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.
Customer requirements	Product or service Quantity Quality Price range Delivery requirements Documentation Special requirements

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