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Elements and Performance Criteria

1. Deliver service to clients.
   • Identify and respond to client needs and requests using appropriate communication techniques and according to organisational policies and procedures.
   • Refer requests to supervisor as required according to organisational policies and procedures.
   • Identify and anticipate possible problems and take action to minimise the effect on client satisfaction.
   • Recognise and act on opportunities to deliver additional levels of service beyond the client's immediate request.
   • Encourage repeat custom by promoting appropriate services and products according to organisational policies and procedures.
   • Record client details and information as required according to organisational policies and procedures.
2. Respond to complaints.
   • Receive complaints from clients according to organisational policies and procedures.
   • Establish nature of complaint and confirm with the client.
   • Implement complaint-resolution procedures according to organisational policies and procedures.
   • Refer unresolved complaints to supervisor according to organisational policies and procedures.
   • Document complaints according to organisational policies and procedures.
3. Identify special client requirements.
   • Identify clients with special needs or requests according to organisational policies and procedures.
   • Service, refer or redirect client needs according to organisational policies and procedures.
   • Document special client needs and requests according to organisational policies and procedures.

Required Skills

Required skills

communication skills to listen to and clarify client requests receive acknowledge and clarify client complaints liaise with other staff members to refer and follow up complaints communicate outcomes to clients problemsolving skills to identify problems in responding to client requests and implement actions to promote client satisfaction assess complaints identify appropriate actions to resolve the complaints and decide when to refer to a supervisor selfmanagement skills to recognise and act within level of own role and responsibilities when receiving client requests and dealing with complaints language and literacy skills to complete documentation related to client requests and complaints

Required knowledge

organisational policies and procedures to enable ethical and nondiscriminatory treatment of client requests and resolution of complaints conflictresolution strategies to enable safe and satisfactory delivery of client service and resolution of complaints

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 following is essential receives and responds to client requests and complaints according to organisational requirements and develops a rapport with clients by using communication strategies in the provision of customer service interacts with clients professionally and in a nondiscriminatory manner to provide quality customer service and resolve complaints within an appropriate timeframe
Context of and specific resources for assessment	Assessment must ensure receiving and responding to multiple client service requests and complaints of different types to demonstrate competency and consistency of performance Assessment must also ensure access to a range of real or simulated client requests and complaints organisational policies and procedures for the delivery of customer service and the resolution of complaints appropriate forms for the documentation of complaints and client service requests
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 observation of interacting with a range of clients including responding to requests and complaints according to own level of responsibility oral and or written questioning to assess knowledge of the organisations procedures for delivering quality customer service and receiving and processing client complaints thirdparty reports from a supervisor detailing appropriate work performed by the candidate Holistic assessment with other units relevant to the industry sector workplace and job role is recommended
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.
Clients may include:	internal or external customers with routine or special requests regular and new people from a range of social, cultural and ethnic backgrounds.
Organisational policies and procedures may include:	communication protocols complaint procedures consumer law customer-service procedures equal opportunity occupational health and safety organisational report forms personal presentation privacy promotions record-keeping procedures referral of requests and complaints.
Complaints may include:	verbal or written electronic or hard copy.
Clients with special needs may include:	children elderly disabled mentally impaired.

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