REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge

Relevant duty of care responsibilities

Relevant OHampS and environmental procedures and regulations

Workplace procedures relevant to work activities

Customer service policies and procedures

Products andor services provided by the workplace concerned

Types of operations carried out in the workplace concerned

Sources of information and documentation needed for workplace operations

Required skills

Communicate effectively with others when providing customer service including the use of telephone techniques

Effectively use interpersonal skills

Effectively handle customer queries and complaints

Read and interpret instructions procedures information and labels relevant to the provision of customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to the provision of customer service

Write simple reports and records of inquiries

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing 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 providing customer service in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies and environments

Work systematically with required attention to detail

Apply precautions and required action to minimise control or eliminate hazards that may exist during work activities

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

Customer service is provided:

Workplace activities may be conducted:

Customers may be:

Requirements for work may include:

Consultative processes may involve:

Communications systems may involve:

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

Documentation/records may include:

Applicable regulations and legislation may include: