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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
   • Identify company/team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements
   • Explain the role of the quality system in meeting customer requirements
   • Identify the role of the individual and the team in meeting these requirements
2. Respond to customer requirements
   • Use effective questioning and listening techniques to identify customer requirements
   • Use quality assurance systems to ensure products and services meet customer requirements
   • Display a helpful and courteous attitude when responding to customer enquiries
   • Ensure up to date advice and product knowledge is supplied to customers
   • Deal with all customer requests in a timely manner
   • Complete all company documentation/records
   • Follow up customer requests and provide feedback to customers
3. Improve customer service
   • Identify methods of improving customer service and make recommendations to appropriate personnel for improvements
   • Implement improvements in customer service
   • Provide reports and appropriate feedback in accordance with company requirements

Required Skills

Required skills

Required skills include effective questioning and answering techniques effective interpersonal skills communicating to convey meaning clearly concisely and coherently literacy skills to communicate with customers numeracy skills to interpret customer requirements and to meet customer needs problemsolving skills to deal with customer enquiries or complaints reading and numeracy to interpret workplace documents and technical information

Required knowledge

Required knowledge includes company products and services and quality procedures as it applies to customer requirements understanding of process normal operating parameters and product quality relevant occupational health and safety OHS and environmental requirements and an ability to implement them is required organisational procedures and work instructions is required

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	The unit will be assessed in as holistic a manner as is practical and may be integrated with the assessment of other relevant units of competency
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of satisfactory performance in this unit can be obtained by observation of performance and questioning to indicate understanding and knowledge of the elements of the competency and performance criteria In particular look to see that customer requirements are accurately assessed customer requirements are completed within the necessary timelines appropriate documenting of the customer request is undertaken quality of customer service is evaluated enterprise procedures for identifying and suggesting improvements are followed customer complaints are effectively attended to
Context of and specific resources for assessment	Assessment will require access to an operating plant over an extended period of time or a suitable method of gathering evidence of operating ability over a range of situations Assessment will occur over a range of situations which will include disruptions to normal smooth operation Simulation or case studiesscenarios may be required to allow for timely assessment of parts of this unit of competency Simulation should be based on the actual plant and will include walkthroughs of the relevant competency components A bank of scenarioscase studieswhat ifs and questions will be required to probe the reasoning behind observable actions
Method of assessment	This unit may be assessed in conjunction with MSAPMSUPB Apply workplace procedures MSAPMSUP100B Apply workplace procedures MSAPMSUPA Achieve work outcomes MSAPMSUP200A Achieve work outcomes. Individual enterprises may choose to add prerequisites and corequisites relevant to their processes
Guidance information for assessment	Assessment processes and techniques must be culturally appropriate and appropriate to the language and literacy capacity of the candidate and the work being performed

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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.
Procedures	All operations are performed in accordance with standard procedures and work instructions
Customers	Customers may be: internal or external
Communications	Communications may include: telephone two way radio computer equipment face-to-face interaction
Plant documentation	Plant documentation may include: organisational policies standard operating procedures and work instructions quality documentation company business objectives and KPIs
OHS	All operations are subject to stringent OHS requirements and these must not be compromised at any time. Where there is an apparent conflict between performance criteria and OHS requirements, the OHS requirements take precedence

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