REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Relevant Australian and state and territory standards regulations and codes of practice

OHampS procedures and guidelines relevant to workplace operations

Risks involved in workplace operations and related precautions to control the risk

Workplace procedures and policies for the coordination of quality customer service in workplace operations

Customer and market characteristics

The role of customer service in company profitability

Requirements of workplace systems and operations and relevant equipment

Required skills

Communicate effectively with others when coordinating quality customer service

Read and interpret instructions procedures information and signs relevant to the coordination of quality customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to the coordination of quality customer service

Operate electronic communication equipment to required protocol

Work collaboratively with others when coordinating quality customer service

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Promptly report andor rectify any identified problems that may arise when coordinating quality customer service in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may occur when coordinating quality customer service

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies risk situations and environments

Apply relevant agreements codes of practice or other legislative requirements to work processes

Identify and correctly use equipment processes and procedures

Work systematically with required attention to detail without injury to self or others or damage to goods or equipment

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies and other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials andor equipment andor

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through appropriately simulated activities at the registered training organisation andor

in an appropriate range of situations in the workplace

Operations may be conducted:

Customers may be:

Operations may be undertaken:

Coordination of workplace policies for the provision of customer service may include:

Consultative processes may involve:

Hazards may include:

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

Communication in the work area may include:

Information/documents may include:

Applicable regulations and legislation may include: