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

Overview of assessment

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

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

identifying customer requirements professionally, courteously, with tact and without presumptions

generating and advising customer of viable options to meet customer needs

calculating and informing customer of detailed costs and timeframes of agreed option

proposing and gaining agreement by customer to an action plan to satisfy customer needs.

Context of and specific resources for assessment

This unit may be assessed in conjunction with other units that form part of the job role or function.

Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment.

Evidence is best gathered using the products, processes and procedures of the individual workplace as the means by which the candidate achieves industry competencies.

The following should be made available:

a workplace or simulated workplace

documentation, such as enterprise policy and procedure manuals relating to customer service, enterprise telephone directory, legislation and codes of practice

a range of customers with different complex requirements (real or simulated)

a communication system or a range of communication equipment

real or simulated customer documents or database

a qualified workplace assessor.

Method of assessment

It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover the varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other persons subject to agreed authentication arrangements.

Guidance information for assessment

Required skills

collect, organise and understand information related to collating and analysing customer requirements and information

communication skills in relation to dealing with customers, difficult customers and managing conflict and negotiation

literacy skills in regard to message taking in person or by telephone and completing written or computer documents of customer requirements and action plans

plan and organise activities to select and follow processes/procedures to ensure desired outcome

work with others and in a team by requesting and using information/assistance from colleagues

use mathematical ideas and techniques to include numerical skills in relation to calculating/modelling various financial and/or insurance arrangements

establish diagnostic processes which include operational skills and techniques in customer service and problem-solving skills

use workplace technology related to technical skills in operating enterprise telephone systems and other communication equipment

Required knowledge

Knowledge of:

industry/enterprise policies and procedures in regard to:

customer service

customer requirements/needs documentation

allocated duties/responsibilities

the range of enterprise merchandise and services, location of departments/sections and telephone extensions of departments/sections, suppliers, finance and insurance

legislation and statutory requirements, including occupational health and safety (OHS), consumer law, trade practices and fair trading legislation

industry/workplace codes of practice in relation to customer service

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Unit scope

Enterprises may vary in size, type and location, in the range of merchandise and services provided and in delivery policies

Customers

Customers may:

be regular or new

have special or unusual requests

be from a range of social, cultural or ethnic backgrounds and with different physical and mental abilities

Staff

Staff may be:

full-time, part-time or casual and vary in terms of training, product knowledge and staffing levels

operating in routine or busy trading conditions

Complex customer requirements

Complex customer requirements may include, but are not limited to:

unusual or out of the ordinary problems, requirements of special or high importance customers, complex technical problems, matters involving more than one solution or area of service, needs of customers who have not been happy with some aspect of product or service provided or complex financial or insurance arrangements, such as lease, fleet or warranty extension arrangements

Information/documents

Information/documents may include:

enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, legislative and regulatory requirements, industry/workplace codes of practice and customer requirements