This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts.
Not applicable.
1. Identify customer needs | 1.1 Use 1.2 Assess customer needs for urgency to determine priorities for service delivery according to 1.3 Use 1.4 Identify limitations in addressing customer needs and seek appropriate assistance from |
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 2.4 Provide assistance or respond to customers with 2.5 Identify and use available |
3. Monitor and report on service delivery | 3.1 Regularly review customer satisfaction with service delivery using 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 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery |
Required skills
analytical skills to identify trends and positions of products and services
communication skills to monitor and advise on customer service strategies
literacy skills to:
edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
prepare general information and papers according to target audience
read and understand a variety of texts
problem
technology skills to select and use technology appropriate to a task
self
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
Required knowledge
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
anti
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 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. |
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 | 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 | corporate customers individual members of the organisation individual members of the public internal or external other agencies. |
Customer needs and expectations | 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 | access and equity principles and practice anti 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 | 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 using open and/or closed questions. |
Designated individuals | colleagues customers line management supervisor. |
Customer complaints | 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 | age beliefs/values culture disability gender language religious/spiritual observances. |
Opportunities | extending time lines packaging procedures procedures for delivery of goods returns policy system for recording complaints updating customer service charter. |
Verifiable evidence | customer satisfaction questionnaires audit documentation and reports quality assurance data returned goods lapsed customers service calls complaints. |
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.