This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts. They may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

ELEMENT

PERFORMANCE CRITERIA

1. Identify customer needs

1.1. Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

1.2. Assess customer needs for urgency to determine priorities for service delivery in accordance with organisational requirements

1.3. Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

1.4. Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

2. Deliver a service to customers

2.1. Provide prompt service to customers to meet identified needs in accordance with organisational requirements

2.2. Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

2.3. Sensitively and courteously handle customer complaints in accordance with organisational requirements

2.4. Provide assistance or respond to customers with specific needs in accordance with organisational requirements

2.5. Identify and use available opportunities to promote and enhance services and products to customers

3. Monitor and report on service delivery

3.1. Regularly review customer satisfaction with service delivery using verifiable evidence in accordance with organisational requirements

3.2. Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements

3.3. Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4. Regularly seek customer feedback and use to improve the provision of products and services

3.5. Incorporate evidence of customer satisfaction in decisions to modify products or services, ensuring they are within organisational requirements

3.6. Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Required skills

literacy skills to read and understand a variety of texts; to prepare general information and papers according to target audience; and to edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

technology skills to select and use technology appropriate to a task

communication skills to monitor and advise on customer service strategies

problem-solving skills to deal with customer enquiries or complaints

analytical skills to identify trends and positions of products and services.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

financial legislation

occupational health and safety (OHS)

organisational policy and procedures for customer service including handling customer complaints

service standards and best practice models

public relations and product promotion

techniques for dealing with customers, including customers with specific needs.

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:

identifying needs and priorities of customers

distinguishing between different levels of customer satisfaction

treating customers with courtesy and respect

responding to and reporting on, customer feedback

knowledge of organisational policy and procedures for customer service.

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

examples of documents relating to customer service standards and policies.

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-the-job performance by the candidate

review of reports on customer service delivery

analysis of responses to case studies and scenarios

demonstration of techniques

oral or written questioning to assess knowledge of customer service strategies.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

sales units

other customer service units.

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.

Appropriate interpersonal skills may include:

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 message

using appropriate body language

Customers may include:

corporate customers

individual members of the organisation

individual members of the public

internal or external

other agencies

Customer needs and expectations may include:

accuracy of information

advice or general information

complaints

fairness/politeness

further information

making an appointment

prices/value

purchasing organisation's products and services

returning organisation's products and services

specific information

Organisational requirements may include:

access and equity principles and practice

anti-discrimination and related policy

defined resource parameters

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

OHS policies, procedures and programs

payment and delivery options

pricing and discount policies

quality and continuous improvement processes and standards

quality assurance and/or procedures manuals

replacement and refund policy and procedures

who is responsible for products or services

Effective communication may include:

giving customers full attention

maintaining eye contact, except where eye contact may be culturally inappropriate

speaking clearly and concisely

using active listening techniques

using appropriate language and tone of voice

using clear written information/communication

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

using open and/or closed questions

Designated individuals may include:

colleagues

customers

line management

supervisor

Customer complaints may include:

administrative errors such as incorrect invoices or prices

customer satisfaction with service quality

damaged goods or goods not delivered

delivery errors

product not delivered on time

service errors

warehouse or store room errors such as incorrect product delivered

Specific needs of customers may relate to:

age

beliefs/values

culture

disability

gender

language

religious/spiritual observances

Opportunities to promote and enhance services and products may include:

extending time lines

packaging procedures

procedures for delivery of goods

returns policy

system for recording complaints

updating customer service charter

Verifiable evidence may include:

customer satisfaction questionnaires

audit documentation and reports

quality assurance data

returned goods

lapsed customers

service calls

complaints

Unit sector

Stakeholder Relations - Customer Service

This unit contains employability skills.