Application
This unit describes the performance outcomes, skills and knowledge required to interact and communicate with a diverse range of customers to assist with basic enquiries and contribute to a service culture.
It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.
No occupational licensing, certification or specific legislative requirements apply to this 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. |
1. Engage customers. | 1.1.Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties. 1.2.Clearly communicate with customers using appropriate verbal and non-verbal communication. 1.3.Adapt communication style to appropriately communicate with customers from diverse backgrounds. |
2. Assist customers. | 2.1.Identify and act on opportunities to assist customers and be available to assist customers when needed. 2.2.Question and actively listen to customers to determine their needs. 2.3.Resolve routine customer problems according to individual responsibility level and organisational policies and procedures. 2.4.Address general customer enquiries and provide accurate information in a clear and courteous manner. |
3. Contribute to a service culture. | 3.1.Act in line with organisational service standards to ensure quality customer service. 3.2.Show interest in customer's needs and maintain a welcoming customer environment free of complacency. 3.3.Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility. 3.4.Identify and take opportunities to improve customer service standards. 3.5.Refer customer service issues and feedback to relevant personnel for action. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
contribute to a customer service culture by providing customer service, in line with organisational service standards, across four different customer interactions
for the above four customer interactions, individually or cumulatively involve:
customers from diverse backgrounds
resolution of two routine customer problems
provision of accurate information to address two general customer enquiries
referral of unresolved customer enquiry
use of effective communication techniques and positive body language.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
organisational service standards and procedures for:
designated customer service response times
interacting with customers
solving routine customer problems
providing information to customers
basic principles for achieving positive customer service
verbal and non-verbal communication
techniques for effective communication:
open and closed questioning
paraphrasing
effective listening
voice tonality and volume
body language and its role in customer service
effective communication strategies for interacting with customers of diverse backgrounds
commercial impact of:
positive customer service
poor customer service
organisational information and sources of information to assist customer with customer enquiries.
Assessment Conditions
Skills must be demonstrated in a services industry environment. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
relevant documentation:
organisational service standards and procedures for:
designated customer service response times
interacting with customers
solving routine customer problems
providing information to customers
customers from a diverse range of backgrounds; these can be:
individuals in an industry workplace, or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Sectors
Cross-Sector
Competency Field
Customer Engagement