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

Required skills

communicate effectively with customers staff members internal clients and suppliers

negotiate and resolve disputes or minimise the concerns of customers

apply interpersonal skills

communicate effectively in a diverse work force

apply problemsolving skills

apply dispute resolution skills

report on customer issues

apply customer relations policy and organisational standards

identify both internal and external customers

Required knowledge

relevant Acts and bylaws that impact customer service

organisational policies procedures standards and quality systems

problemsolving strategies

communication techniques

performance management systems

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 the Training Package

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

The candidate should demonstrate the ability to respond effectively to the needs of internal and external customers including

communicating effectively with internal and external customers according to organisational procedures and standards

preparing resources and planning work to meet customer requirements

managing and reporting customer complaints according to organisational procedures

reviewing customer service and customer satisfaction

contributing to improvements in customer service standards

Context of and specific resources for assessment

Access to the workplace and resources including

documentation that should normally be available in a water industry organisation

relevant codes standards and government regulations

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 requires 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

a decision of competence only taken at the point when the assessor has complete confidence in the persons competence over time and in various contexts

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 authenticated 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 a manner appropriate to the skill levels of the operator any cultural issues that may affect responses to the questions and reflecting the requirements of the competency and the work being performed

Plans, policies and procedures may include:

Processes for handling customer queries, complaints and disputes may require:

Effective communication techniques include:

Documentation that may be used or accessed includes: