Application
This unit applies in customer contact environments where a variety of communication channels and technologies are used and contact is inbound or outbound.
This work is undertaken with some supervision and guidance.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Prepare for customer contact | 1.1 Obtain and study product or service details relating to customer contact 1.2 Study prepared contact guides or scripts 1.3 Locate sources of information that may be required to develop product and service expertise 1.4 Develop a clear understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs) 1.5 Develop proficiency with equipment and systems to effectively and efficiently manage contact 1.6 Clarify details as required with relevant personnel |
2. Provide quality service in response to customer queries | 2.1 Use technology to respond to customer queries 2.2 Greet customer according to enterprise protocol and in a manner that encompasses cultural diversity 2.3 Establish and clarify customer needs 2.4 Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and the need to refer customer elsewhere 2.5 Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution 2.6 Treat customer with respect and courtesy, and enhance and develop customer loyalty 2.7 Complete follow |
3. Arrange provision of a product or service | 3.1 Respond appropriately to customer requirements and identify relevant options 3.2 Select appropriate product or service in consultation with customer 3.3 Agree actions or orders with customer giving consideration to maximising value and service delivery to customer 3.4 Consider customer retention options that can be applied to the contact 3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive |
4. Respond to customer enquiries | 4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases 4.2 Escalate enquiries or orders that cannot be satisfied immediately 4.3 Supply follow 4.4 Observe organisational regulations and standards throughout transaction 4.5 Record details of contact according to policy 4.6 Record and report difficulties not escalated but that may present an opportunity for continuous improvement |
Required Skills
Required skills
communication skills to articulate effectively over the required channels
customer service skills to deliver required level and quality of customer service
interpersonal and communication skills to:
establish rapport and build relationships with customers from a range of backgrounds
handle difficult customers
listen and question to understand and clarify the needs of customers
use clear, simple and easy to understand language
numeracy skills to analyse, calculate and validate data
planning and organising skills to manage own tasks within required timeframes
self
comply with policies and procedures
manage stress
seek learning and development opportunities
time-management skills to handle peak periods of activity in a positive and enthusiastic manner.
Required knowledge
operational environment – customer base, company products and services
organisational communication channels
organisational performance and customer service expectations
organisational policies, procedures, protocols and guidelines, including financial delegation policy
principles of customer service
stress and time-management techniques
technology and systems.
Evidence Required
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 | Evidence of the ability to: record data accurately demonstrate knowledge of: enterprise products and services compliance requirements performance targets meet agreed standards of contact use technology, which may be modified for use by people with a disability. |
Context of and specific resources for assessment | Assessment must ensure access to: IT and telecommunications equipment workplace information and data performance management records and data quality assurance guidelines and call/contact guides. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third-party workplace reports of on direct observation during contact (may be done by double jacking on telephone system) review of documentation of performance against targets review of quality assurance feedback review of accuracy of data and record entry oral and/or written questioning to assess knowledge of the enterprise, legislative and regulatory requirements, and products and services observation of practical demonstration of sourcing required information. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO301B Use multiple information systems BSBCUS301B Deliver and monitor a service to customers. |
Range Statement
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.
Customer contact | email and other electronic communications face facsimile internal, external and outsourced customers letter telephone. |
Contact guides or scripts | contact-closing technique contact flow features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements. |
Sources of information | brochures and pamphlets campaign briefs internet and intranet instruction or product manuals. |
Product and service expertise | knowledge of the features and functions of: goods, products and services ideas infrastructure private and public sets of benefits. |
Enterprise policies and procedures | adherence to scheduling financial and decision-making delegations referral and escalation paths scope of the services to be provided. |
Equipment and systems | computer and telecommunications equipment, which may be modified for use by people with a disability information management systems workflow management systems. |
Technology | multichannel communication, including: computer equipment telecommunications equipment. |
Responding appropriately | recording details in enterprise systems discussing, agreeing and recording supply arrangements with customers discussing and agreeing on payment options with customers conducting a credit check. |
Customer retention options | loyalty programs or incentives offering value-added services or products re special offers as determined by the enterprise from time to time. |
Outsource environment | servicing customers of another enterprise or business unit by agreement taking contacts for multiple enterprises taking overflow calls for another enterprise. |
Organisational regulations and standards | Consumer Credit Code Do Not Call Register equal employment opportunity and anti freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act |
Sectors
Stakeholder relations – customer service
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.