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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. Plan to meet internal and external customer requirements
2. Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services
3. Provision is made in plans to achieve the quality, time and costs specifications agreed with customers
4. Ensure delivery of quality service
5. Quality, safety, resource and delivery standards are consistently met through individual/team performance
6. Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards
7. Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards
8. Monitor, adjust and report customer service
9. Organisational systems are used to monitor progress in achieving product/service targets and standards
10. Customer feedback is sought and used to improve the provision of products/services
11. Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups
12. Adjustments/recommendations are made to products/services as required
13. Those who have a role in product/service planning and delivery are informed of changes
14. Records, reports and recommendations are managed in accordance with organisational systems and processes

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 agreements, codes of practice or other legislative requirements to work processes applying relevant legislation and workplace procedures communicating and working effectively with others when coordinating quality customer service completing relevant documentation identifying and correctly using equipment, processes and procedures implementing contingency plans modifying activities depending on operational contingencies, risk situations and environments monitoring and prioritising work activities in terms of planned schedule operating electronic communications equipment to required protocol reading, interpreting and following relevant instructions, procedures, information and signs reporting and/or rectifying identified problems, in accordance with regulatory requirements and workplace procedures working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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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 and market characteristics relevant Australian and state/territory standards, regulations and codes of practice requirements of workplace systems, operations and relevant equipment risks involved in workplace operations and related precautions to control risk role of customer service in company profitability workplace procedures and policies for coordinating quality customer service in workplace operations.

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