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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. Deal with customer inquiries
2. Customer inquiries are responded to courteously and efficiently by phone and face-to-face
3. Questions are used to clarify customer needs or concerns
4. Assistance from other staff is sought when customer inquiries cannot be fully answered
5. Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs
6. Customer inquiries and associated action are recorded and reported in accordance with workplace procedures
7. Monitor customer satisfaction
8. Customer is greeted cordially in accordance with workplace procedures
9. Customer requirements are dealt with according to workplace procedures
10. Special needs are addressed in accordance with workplace policies
11. Appropriate feedback is provided to managers and internal and/or external customers

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying relevant legislation and workplace procedures communicating effectively with others when providing customer service, including using appropriate telephone techniques completing documentation related to providing customer service handling customer queries and complaints effectively interpreting and following operational instructions and prioritising work reporting and/or rectifying identified problems effectively, in accordance with regulatory requirements and workplace procedures reading and interpreting instructions, procedures, information and labels relevant to providing customer service working collaboratively with others to: provide quality customer service identify, define and solve problems working systematically with required attention to detail writing simple reports and records of inquiries.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

customer service policies and procedures products and/or services provided by the workplace relevant duty of care responsibilities relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental procedures and regulations sources of information and documentation needed for workplace operations types of operations carried out in the workplace workplace procedures relevant to work activities.

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