Application
This unit describes the skills and knowledge required to participate in customer engagement operations, including defining the requirements and expectations of the organisation.
It applies to individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge, working under direct supervision.
No licensing, legislative or certification requirements 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 Relate own role to customer engagement operations | 1.1 Identify specific customer engagement operations and relate these to the industry-wide context 1.2 Identify how customer contact activity contributes to the organisation’s goals 1.3 Identify personal customer engagement role and operations 1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives 1.5 Identify the major components of the customer engagement infrastructure 1.6 Relate personal operations to customer engagement infrastructure |
2 Reflect on personal performance | 2.1 Recognise and use available resources and support effectively 2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure 2.3 Comply with regulatory and legislative requirements 2.4 Identify personal performance requirements and expectations |
3 Maintain a professional approach to employment | 3.1 Display a positive and ethical approach to employment and role 3.2 Identify realistic short 3.3 Relate personal capabilities to current role and career objectives 3.4 Identify strategies for projecting a professional image in current role 3.5 Contribute to the promotion of the centre, organisation and its staff to customers |
4 Participate in a workplace team | 4.1 Identify team member roles and team structure 4.2 Interact cooperatively with team members |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 1.5, 4.1 | Identifies relevant information sources to determine key and relevant workplace information |
Oral Communication | 4.1, 4.2 | Articulates clearly using specific and relevant language suitable to audience to convey requirements, and listening and questioning techniques to confirm understanding |
Navigate the world of work | 1.1-1.6, 2.1-2.4, 3.1-3.3, 4.1 | Takes steps to develop skills and personal efficacy in work role, with organisational support Identifies skills used in current role and how they may assist achievement of longer term goals Understands nature and purpose of own role and associated responsibilities, where it fits into the organisational structure and how it contributes to organisational goals and outcomes Recognises organisational expectations and follows explicit protocols and procedures, and legal and regulatory requirements |
Interact with others | 2.1, 4.2 | Establishes connections with team members, using some accepted practices for building rapport Seeks to cooperate with others to achieve results in immediate context |
Get the work done | 1.1, 1.5, 3.4, 3.5 4.1 | Completes routine tasks with familiar goals and outcomes Analyses attitudes and presentation associated with professional performance in a team |
Sectors
Stakeholder Relations – Customer Engagement