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Elements and Performance Criteria

1. Access and update information.
   • Source and access information on facilities, products and services.
   • Incorporate information into day-to-day work activities.
   • Share information with colleagues to support the efficiency and quality of service.
   • Identify and use opportunities to update and maintain facility, product and service knowledge.
2. Assist customers.
   • Proactively identify information and assistance needs of customers, including those with special needs.
   • Provide accurate information in a clear, courteous and culturally appropriate way.
   • Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.
   • Identify and use opportunities to promote internal products and services.
3. Seek feedback on services.
   • Proactively seek customer feedback on facilities, products and services.
   • Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.
   • Provide information on customer feedback to relevant colleagues.

Range Statement

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.
Opportunities to update and maintain facility, product and service knowledge must include:	discussions with colleagues internal newsletters leaflets and brochures staff noticeboards team meetings.

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Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide current, accurate and relevant information and assistance about organisational facilities, products and services to three different customers on three different occasions

provide above information and assistance in a culturally appropriate manner and according to customer service standards

maintain and extend personal knowledge of relevant facilities, products and services

seek informal feedback from customers on above activities.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information, advice and referral on organisational facilities, products and services

details of organisational facilities, products and services:

access

cloaking

direction or location of facilities

facilities for those with special needs

food and beverages

new activities, events and procedures

opening hours

operational changes

pricing

promotional activities

ticket sales

times of activities or events

organisational service procedures and standards

relevant legislation relating to customer service:

Australian consumer law

equal employment opportunity

work health and safety

promotions

organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:

communication protocols

complaint procedures

customer service procedures

reporting procedures

personal presentation

privacy

record-keeping procedures

communication mediums required to provide service to clients and colleagues

conflict-resolution strategies

awareness of customs and practices of various social and cultural groups within Australia to assist with meeting client needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

services and products within the organisation that may be suited to particular clients

principles and benefits of enhanced customer service experiences and positive communication.

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