AMPR105
Provide service to customers


Application

This unit describes the skills and knowledge required to provide service to customers. It also describes the skills and knowledge required to establish and maintain good customer relations. It encompasses the key skills of identifying and satisfying basic customer requirements.

This unit is applicable to workers in meat retail operations.

All training must be conducted according to Australian meat industry standards and regulations.

All work should be carried out to comply with workplace requirements.

This unit applies to individuals who work alongside a supervisor in most situations and exercise limited autonomy.

No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication.


Elements and Performance Criteria

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element

1. Acknowledge and greet customers

1.1 Politely acknowledge customer on entering the workplace

1.2 Greet customer when first contact is made

1.3 Offer assistance to customer according to workplace requirements

2. Establish customer requirements

2.1 Establish customer requirements by questioning, active listening and clarification of customer comments

2.2 Acknowledge customer needs

2.3 Refer customer to more experienced staff when specialist advice and/or service and products are required

3. Convey a professional image

3.1 Display behaviour when serving customer that maintains established workplace image

4. Take orders courteously and accurately

4.1 Answer telephone according to workplace requirements

4.2 Take orders from customer by phone or face-to-face accurately and according to workplace requirements

4.3 Take orders legibly and in the correct format

4.4 Arrange pick up or delivery time with the customer

4.5 Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs

5. Refer customer complaints

5.1 Acknowledge customer complaints and note issues

5.2 Courteously refer complaints to more senior staff members or managers

6. Receive customer enquiries

6.1 Receive customer enquiries

6.2 Follow up customer enquiries in accordance with workplace requirements

6.3 Inform customer in relation to enquiry

7. Record information from enquiries

7.1 Record information about enquiries to workplace requirements

Evidence of Performance

Evidence must demonstrate the candidate's consistency of performance over time.

The candidate must:

apply communication skills to meet customer needs and enterprise requirements

provide an overview of the range of products and services offered by the enterprise

seek advice or assistance from more experienced team members when necessary

operate telephone system

demonstrate polite and efficient telephone technique

demonstrate suitable behaviour by attending to customer needs promptly and courteously, displaying tact, satisfying customer needs ethically and maintaining professional standards of dress and personal hygiene

arrange pick up or delivery with customer according to enterprise procedures

apply relevant workplace health and safety and regulatory requirements

use mathematical skills appropriate to the task


Evidence of Knowledge

The candidate must demonstrate a basic functional knowledge of:

how to interact with others in an appropriate way

workplace complaints policies and procedures

workplace requirements related to acknowledging and greeting customers, including enterprise ethical standards

relevant workplace health and safety and regulatory requirements


Assessment Conditions

Competency must be demonstrated over time and under typical operating conditions for the enterprise.

Assessment must occur in the workplace under normal enterprise conditions or in a simulated environment.

The following three forms of assessment must be used:

quiz of underpinning knowledge

demonstration in the workplace or simulated environment

workplace referee or third-party report of performance over time

Assessors must satisfy current standards for RTOs.


Foundation Skills

Foundation Skills essential to performance are explicit in the performance criteria of this unit of competency.


Range Statement


Sectors