Application
This unit describes the skills required to respond effectively to the needs of internal and external customers by the application of the organisation’s standards and processes. The ability to solve problems, communicate effectively and seek opportunities to improve service to customers is essential to performance.
This unit applies to those working as field staff with specific responsibility for the provision of customer service to customers and suppliers of the organisation.
The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.
Those undertaking this unit work under supervision, while performing routine tasks in familiar context.
No licensing, legislative or certification requirements apply to unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section. |
1. Apply organisational customer service standards | 1.1 Check the organisation’s plans, policies and procedures relating to customer service and apply them. 1.2 Explain the features, benefits and application of the organisation’s products and services to customers. 1.3 Apply the organisation’s processes for handling customer queries, complaints and disputes. 1.4 Apply effective communication techniques with different types of customers and situations. 1.5 Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience. 1.6 Use available resources to meet customer requirements and services. |
2. Respond to customer needs and concerns | 2.1 Determine customer needs and expectations. 2.2 Resolve customer concerns or complaints. 2.3 Address customer needs or complaints clearly, politely and effectively. 2.4 Refer customer concerns related to organisational liability to appropriate persons or departments. 2.5 Complete documentation. |
3. Contribute to customer service standards | 3.1 Identify and explain opportunities to improve services or processes to team members. 3.2 Review personal work performance to improve services to customers. 3.3 Record evidence of customer issues and report to team members. 3.4 Contribute to the development, and improvement of quality service policies and standards. |
Evidence of Performance
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.
negotiating and resolving disputes or minimising the concerns of customers
applying interpersonal skills
communicating effectively in a diverse work force
applying problem solving skills
applying dispute resolution skills
reporting on customer issues
identifying both internal and external customers
communicating effectively with internal and external customers according to organisational procedures and standards
preparing resources and planning work to meet customer requirements
managing and reporting customer complaints according to organisational procedures
reviewing customer service and customer satisfaction
contributing to improvements in customer service standards
Evidence of Knowledge
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.
relevant acts and by-laws that impact customer service
organisational policies, procedures, standards and quality systems
problem solving strategies
communication techniques
performance management systems
Assessment Conditions
Competency should be assessed in an actual workplace or in a simulated environment, with access to equipment and infrastructure appropriate to the outcome. Competency should be demonstrated over time to ensure the candidate is assessed across a variety of situations.
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Foundation Skills
The foundation skills demands of this unit have been mapped for alignment with the Australian Core Skills Framework (ACSF). The following tables outline the performance levels indicated for successful attainment of the unit.
Further information on ACSF and the foundation skills underpinning this unit can be found in the Foundation Skills Guide on the GSA website.
Competency Field
Irrigation