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

Required knowledge

Relevant federal state and territory standards regulations and codes of practice

OHampS procedures and guidelines relevant to workplace operations

Relevant dangerous goods information pertaining to the relevant workplace

Workplace driving and operational instructions

Enhancements available to customers in relation to dangerous goods quality service

Required level of quality and safety for relevant workplace requirements

Role of customer service in company profitability

Requirements of workplace systems and operations and relevant equipment

Required skills

Communicate effectively with others when implementing quality customer service in the dangerous goods industry

Interpret and follow operational instructions as they apply to the dangerous goods industry

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

Identify and correctly use equipment processes and procedures

Implement contingency plans for unanticipated situations that may occur when implementing quality procedures in the dangerous goods workplace

Adapt appropriately to cultural differences in the workplace and with customers including behaving appropriately when implementing quality service in the dangerous goods industry

Operate electronic communication equipment to required protocol

Complete documentation related to the implementation of quality customer service in the dangerous goods industry

Apply precautions and required action to minimise control or eliminate hazards that may occur when working in the dangerous goods industry

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment section in Section B of the accreditation submission

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

knowledge of organisational procedures within job function

rectifying a complaint using workplace policy and procedures

demonstrating effective customer service within the dangerous goods industry at a customers site

identifying good customer service with the dangerous goods industry

Context of and specific resources for assessment

Assessment must ensure access to

tools equipment and personal protective equipment PPE currently used in the dangerous goods industry

relevant and current regulatory and equipment documentation that impacts on work activities as it applies to the dangerous goods industry

Method of assessment

Practical assessment must occur

through activities in an appropriately simulated environment consistent with current industry practice andor

in an appropriate range of situations in the workplace

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge

Assessment processes and techniques must be appropriate to the language and literacy capacity of the candidate and the work being performed

Customers include:

Communication techniques include:

Organisational documentation includes:

Documentation and records include:

Applicable legislative procedures and codes include: