This unit applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.
Not applicable.
1. Establish contact with customers | 1.1 Acknowledge and greet 1.2 Maintain personal dress and presentation in line with organisational requirements 1.3 Communicate using appropriate 1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences 1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements |
2. Identify customer needs | 2.1 Use appropriate questioning and active listening to determine customer needs 2.2 Assess customer needs for urgency to identify priorities for service delivery 2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s 2.4 Identify personal limitations in addressing customer needs and seek assistance from |
3. Deliver service to customers | 3.1 Provide prompt customer service to meet identified needs according to organisational requirements 3.2 Provide information regarding problems and delays, and follow 3.3 Communicate with customers in a clear, concise and courteous manner 3.4 Identify |
4. Process customer feedback | 4.1 Promptly recognise 4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures 4.3 Identify any unmet customer needs and discuss suitability of other products/services 4.4 Support customers to make contact with other services according to organisational policies and procedures |
Required skills
communication skills to convey meaning clearly, concisely and coherently
literacy skills to communicate with customers and to develop required product knowledge
numeracy skills to interpret customer requirements and to meet customer needs
problem
self
comply with policies and procedures
seek learning and development opportunities.
Required knowledge
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:
anti
ethical principles
codes of practice
privacy laws
occupational health and safety (OHS)
organisational policies and procedures relating to customer service and the customer service process.
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 following is essential: demonstrating all stages of customer service interactions responding to customer feedback demonstrating a range of interpersonal skills knowledge of relevant legislation. |
Context of and specific resources for assessment | Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources examples of customer complaints and policies relating to customer service. |
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 analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of customer service and communication techniques review of information provided to customers about problems and delays, and customer follow review of documentation recording feedback and communication between customers and the organisation. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
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.
Customers | contacts from other organisations external customers internal customers members of the public patients service users. |
Organisational requirements | access and equity principles and practice anti following OHS procedures for dealing with customers legal and organisational policies, guidelines and requirements quality and continuous improvement processes and standards quality assurance and/or procedures manual. |
Interpersonal skills | listening actively to what the customer is communicating providing an opportunity for the customer to confirm their request questioning to clarify and confirm customer needs seeking feedback from the customer to confirm understanding of needs summarising and paraphrasing to check understanding of customer’s message using appropriate body language. |
Designated persons | manager, supervisor or team leader more experienced personnel with specific knowledge or information staff from other work areas with particular product or service knowledge. |
Opportunities | advice about warranties, guarantees or support services packaging options pricing options procedures for delivery of goods or service provision of product knowledge systems for recording complaints. |
Customer feedback | damaged goods or delivery problems delays invoicing errors quality of customer service quality of service provision. |
Stakeholder Relations – Customer Service
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.