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Elements and Performance Criteria

  1. Determine customer needs
  2. Customers are identified in accordance with business goals and shared objectives
  3. Appropriate questioning and active listening are used to fully determine customer needs
  4. Customer needs are assessed for urgency to identify priorities for service delivery
  5. Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options
  6. Personal limitations in addressing customer needs are identified and assistance is sought from designated persons as required
  7. Deliver service to customers
  8. Communication is undertaken with customers in a clear, concise and courteous manner
  9. Hazards are identified, risks are assessed and control measures are implemented
  10. Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives
  11. Information and follow-up regarding problems and delays are provided within appropriate timeframes
  12. Opportunities to enhance the quality of service are identified and acted upon
  13. Convey customer need within the organisation
  14. Outcomes of customer service interactions are communicated to appropriate persons in the organisation
  15. Relevant documentation is confirmed, completed and processed
  16. Feedback mechanisms are used to ensure continuous improvement of customer service outcomes
  17. Hazards are identified, risks assessed and control measures implemented

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 and negotiating effectively with others

communicating customer needs with other members of the organisation

completing relevant documentation

delivering a service to customers

identifying and assessing customer and organisational requirements

identifying customer needs

identifying job hazards and taking required action to minimise, control or eliminate identified hazards

implementing contingency plans

reading and interpreting relevant instructions, procedures and information

reporting and rectifying within limits of own role, problems that may arise, in accordance with workplace procedures

using appropriate numeric functions when identifying customer needs

working collaboratively with others.


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:

problems that can occur when meeting customer and organisation needs, and action that can be taken to resolve these problems

relevant workplace policies and procedures

workplace protocols and procedures for meeting customer and organisation needs, including planning and quality improvement of services and operations.