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Elements and Performance Criteria

1. Communicate with internal and external customers.
   • Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.
   • Observe and respond to non-verbal communication of customers.
   • Use active listening and questioning to facilitate effective two-way communication.
   • Select a medium of communication appropriate for the customer and situation.
2. Follow defined organisational standards when delivering service.
   • Practise high standards of personal presentation and hygiene according to organisational requirements.
   • Follow organisational customer service policies and procedures.
   • Adhere to professional standards expected of service industry personnel.
3. Provide service to customers.
   • Establish rapport with customer to promote goodwill and trust during service delivery.
   • Identify customer needs and expectations, including customers with special needs.
   • Promptly meet all reasonable customer needs and requests.
   • Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
   • Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.
4. Respond to customer complaints.
   • Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
   • Respond to customer complaints in a professional manner.
   • Identify solutions in consultation with customer.
   • Resolve complaints according to own level of responsibility and organisational policy.
   • Escalate complex service issues to higher level staff for action.
5. Provide internal feedback on customer service practices.
   • Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.
   • Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.

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.
Medium of communication must include consideration of:	assistive technology email or other electronic communication face-to-face communication fax written messages for restaurant bookings or phone messages standard forms and pro formas telephone use of interpreters two-way communication systems.
Situation must involve consideration of the following factors:	access of the sender and receiver to necessary equipment and technology degree of formality required required format technical and operational features to fulfil the need technical skills required to use the medium urgency and timeframes.

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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:

identify customer requirements and provide quality customer service to three different internal and three different external customers to meet requirements

provide service to above customers in line with organisational customer service standards and within designated organisational response times

demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures

demonstrate effective communication with the above internal and external customers, including any with special needs

seek formal and informal feedback from customers on above service.

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Knowledge Evidence

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

principles of quality customer service and positive communication

appropriate non-verbal communication for customer service:

body language

culturally specific communication customs and practices

dress and accessories

gestures and mannerisms

use of space

voice tonality and volume

methods for enhancing service delivery in response to staff and customer feedback

specific industry sector:

professional service standards expected of service industry personnel

attitudes and attributes expected by the service industries to work with customers

standards of personal presentation and hygiene

different customer service and communication expectations, especially those with special service needs

particular organisation:

types of customers

external

internal

new

regular or repeat

visitors

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

customer service policies and procedures, in particular those for:

acknowledging and greeting customers

complaint and dispute management

empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation

loyalty programs

presentation standards for customer environment, customer service personnel, and documents and promotional materials

pricing guarantees

product quality

refunds and cancellation fees

response times

service guarantees

training staff for customer service and complaint handling

awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

methods of collecting feedback:

formal:

surveys

interviews

structured questioning

informal:

observation

casual discussion

essential features, conventions and usage of different types of communication techniques and equipment.

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