Critical aspects of competency

Accurate identification of client needs through the use of appropriate interpersonal skills.

Deliver services and respond to client requirements by applying company policy and procedures in a timely and accurate manner.

Ability to clarify the needs and expectations of the client or explore alternative ways of satisfying their needs and expectations.

Detailed knowledge of products and services and the capacity to explain to clients the features and benefits of products and services.

Use effective communication techniques to enable rapport with clients to be established.

Use appropriate presentation techniques and follow company uniform policies in order to maintain a positive company/industry and self-image.

Establish a relationship with clients that engenders integrity and trust that will allow for the provision of effective client service to follow.

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.

The range of possibilities of company products/services.

Company client service standards.

Importance of client service, good communication and an individual's role in delivering client service.

Client confidentiality provisions.

Client groups - internal and external.

Complaints handling procedures.

Effective communication techniques including summarising and clarifying.

Communication equipment procedures including reporting faults.

Company codes of conduct.

Uniform policies and procedures.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These relate to the ability to:

use communication skills that assist in identifying and meeting client needs including:

locating and using information

time management

use analytical skills to interpret and meet client needs

use flexibility to handle variations in client needs

use problem-solving skills

use language skills that allow for adequate communication with the client

use literacy skills to the level required to acquire the required product knowledge

use numeracy skills to the level required to interpret the client requirements and meet their needs

relate to people from a range of social, cultural and ethnic backgrounds.

Other units of competency that could be assessed with this unit

Where practical, this unit should be assessed in an integrated fashion with other appropriate units.

This unit could be assessed on its own or in combination with other competencies relevant to the job function.

Resources required to assess this unit

Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to the following:

a suitable work area or a simulated workplace environment that allows for demonstration of identifying client needs and delivering effective client service

products and information utilised in the provision of client service

client service manuals and other relevant organisational documentation

assessment documentation forms and record books.

Gaining evidence to assess this unit

For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations that may include client/workplace interruptions and involvement in related activities normally experienced in the workplace.

This unit is essentially skills-based and it is expected that assessment will be largely practical (i.e. workplace-based or by simulation) in nature, supported by questioning to assess product knowledge.

Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in company OHS policies and procedures. Assessment requires that client inquiries meet the objectives of the company and industry expectations in the particular company requirement.

Key competency levels

There are a number of processes learnt throughout work and daily life that are required in all jobs. They are fundamental processes and generally transferable to other work environments. Some of these work processes are covered by the key competencies listed below. Information provided to each question highlights how these processes are applied in this unit of competency.

The number in brackets indicates the level to which the key competency should be demonstrated.

Refer to Evidence Guide

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.

Clients may be either internal or external and include:

clients with routine or special requests

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

regular and new clients including but not limited to:

members of the public

business enterprises

government agencies

suppliers

team members.

Communication equipment may include:

email

facsimile

Internet/Intranet applications

paging equipment

photocopiers

telephones.

Company requirements may include:

code of ethics

company image

dress/uniform codes

legal and company policy/guidelines

legislation relevant to the work or service function

legislative and regulatory requirements including:

codes of conduct

consumer law

discrimination/equal employment opportunity

environmental law

harassment and other laws specific to local government, state and federal legislation

OHS

privacy legislation

OHS policies, procedures and programs

personnel practices and guidelines outlining work roles, responsibilities and delegations

quality systems, standards and guidelines

staff appearance and presentation.

Client contacts may include:

answering the telephone

face-to-face interactions

interactions with team members.

Client needs may relate to:

accuracy of information

advice or general information

making complaints/suggestions

purchasing products and services

specific requests.

Commitments may be:

individually negotiated

negotiated in a team approach.

Communication techniques may include:

active listening techniques

clear, legible writing

giving clients full attention

maintaining eye contact (for face-to-face interactions)

non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)

speaking clearly and concisely

using appropriate language and tone of voice

using open and/or closed questions

verbal or written responses.

Information may be:

contained in manufacturers' specifications or information

provided verbally

written e.g. product brochures.

Opportunities to enhance the quality of products and services may include procedures for:

allocating appointments

communicating with clients

delivering products and services

responding to complaints or suggestions.

Product and service information may include:

features and benefits of products/services

range of products/services available

supplier information.

Suggestions and complaints may include:

administrative or financial errors

damaged goods

service or delivery errors.

Uniform may include clothes with a company logo or overalls. Requirements for uniform type may depend on climate and seasonal changes.

Work groups may include:

colleagues

line managers

supervisors.

Workplace procedures may include:

assignment instructions

instructions from colleagues/supervisor/manager

personal protective equipment requirements

reporting and documentation requirements

specific client requirements.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist