The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice
Customer needs and expectations may relate to:
advice or general information
specific information
further information
making an appointment
complaints
purchasing organisation's products and services
returning organisation's products and services
accuracy of information
fairness/politeness
prices/value
Appropriate interpersonal skills may include:
using appropriate body language
summarising and paraphrasing to check understanding of customer's message
providing an opportunity for the customer to confirm their request
seeking feedback from the customer to confirm understanding of needs
questioning to clarify and confirm the customer's needs
listening actively to what the customer is communicating
Customers can be:
internal or external
other agencies
individual members of the organisation
corporate customers
individual members of the public
Organisational requirements may include:
quality assurances and/or procedures manuals
goals, objectives, plans, systems and processes
legal and organisational policy/guidelines and requirements
Occupational Health and Safety policies, procedures and programs
anti-discrimination and related policy
access and equity principles and practice
quality and continuous improvement processes and standards
defined resource parameters
who is responsible for products or services
pricing and discount policies
replacement and refund policy and procedures
payment and delivery options
Designated individuals may include:
supervisor
customers
colleagues
line management
Customers' complaints may include:
damaged goods or goods not delivered
administrative errors such as incorrect invoices or prices
warehouse or store room errors such as incorrect product delivered
service errors
delivery errors
product not delivered on time
customer satisfaction with service quality
Customers with special needs may include:
disabilities
language
beliefs/values
religious/spiritual observances
gender, age
culture
age
Opportunities for enhancing quality of service or product may include:
procedures for delivery of goods
returns policy
system for recording complaints
extending timelines
packaging procedures
update of customer service charter
Verifiable evidence may include:
customer satisfaction questionnaires
audit documentation and reports
quality assurance data
returned goods
lapsed customers
service calls
complaints
The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice
Customer needs and expectations may relate to:
advice or general information
specific information
further information
making an appointment
complaints
purchasing organisation's products and services
returning organisation's products and services
accuracy of information
fairness/politeness
prices/value
Appropriate interpersonal skills may include:
using appropriate body language
summarising and paraphrasing to check understanding of customer's message
providing an opportunity for the customer to confirm their request
seeking feedback from the customer to confirm understanding of needs
questioning to clarify and confirm the customer's needs
listening actively to what the customer is communicating
Customers can be:
internal or external
other agencies
individual members of the organisation
corporate customers
individual members of the public
Organisational requirements may include:
quality assurances and/or procedures manuals
goals, objectives, plans, systems and processes
legal and organisational policy/guidelines and requirements
Occupational Health and Safety policies, procedures and programs
anti-discrimination and related policy
access and equity principles and practice
quality and continuous improvement processes and standards
defined resource parameters
who is responsible for products or services
pricing and discount policies
replacement and refund policy and procedures
payment and delivery options
Designated individuals may include:
supervisor
customers
colleagues
line management
Customers' complaints may include:
damaged goods or goods not delivered
administrative errors such as incorrect invoices or prices
warehouse or store room errors such as incorrect product delivered
service errors
delivery errors
product not delivered on time
customer satisfaction with service quality
Customers with special needs may include:
disabilities
language
beliefs/values
religious/spiritual observances
gender, age
culture
age
Opportunities for enhancing quality of service or product may include:
procedures for delivery of goods
returns policy
system for recording complaints
extending timelines
packaging procedures
update of customer service charter
Verifiable evidence may include:
customer satisfaction questionnaires
audit documentation and reports
quality assurance data
returned goods
lapsed customers
service calls
complaints