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Elements and Performance Criteria

1. Apply organisational customer service standards
   • Check the organisation’s plans, policies and procedures relating to customer service and apply them.
   • Explain the features, benefits and application of the organisation’s products and services to customers.
   • Apply the organisation’s processes for handling customer queries, complaints and disputes.
   • Apply effective communication techniques with different types of customers and situations.
   • Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.
   • Use available resources to meet customer requirements and services.
2. Respond to customer needs and concerns
   • Determine customer needs and expectations.
   • Resolve customer concerns or complaints.
   • Address customer needs or complaints clearly, politely and effectively.
   • Refer customer concerns related to organisational liability to appropriate persons or departments.
   • Complete documentation.
3. Contribute to customer service standards
   • Identify and explain opportunities to improve services or processes to team members.
   • Review personal work performance to improve services to customers.
   • Record evidence of customer issues and report to team members.
   • Contribute to the development, and improvement of quality service policies and standards.
4. Apply organisational customer service standards
   • Check the organisation’s plans, policies and procedures relating to customer service and apply them.
   • Explain the features, benefits and application of the organisation’s products and services to customers.
   • Apply the organisation’s processes for handling customer queries, complaints and disputes.
   • Apply effective communication techniques with different types of customers and situations.
   • Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.
   • Use available resources to meet customer requirements and services.
5. Respond to customer needs and concerns
   • Determine customer needs and expectations.
   • Resolve customer concerns or complaints.
   • Address customer needs or complaints clearly, politely and effectively.
   • Refer customer concerns related to organisational liability to appropriate persons or departments.
   • Complete documentation.
6. Contribute to customer service standards
   • Identify and explain opportunities to improve services or processes to team members.
   • Review personal work performance to improve services to customers.
   • Record evidence of customer issues and report to team members.
   • Contribute to the development, and improvement of quality service policies and standards.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

negotiating and resolving disputes or minimising the concerns of customers

applying interpersonal skills

communicating effectively in a diverse work force

applying problem solving skills

applying dispute resolution skills

reporting on customer issues

identifying both internal and external customers

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

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

relevant acts and by-laws that impact customer service

organisational policies, procedures, standards and quality systems

problem solving strategies

communication techniques

performance management systems

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