This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts.
Elements and Performance Criteria
1. Identify customer needs
1.2 Assess customer needs for urgency to determine priorities for service delivery according to
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
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
technology skills to select and use technology appropriate to a task
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
codes of practice
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.
individual members of the organisation
individual members of the public
internal or external
Customer needs and expectations
accuracy of information
advice or general information
making an appointment
purchasing organisation’s products and services
returning organisation’s products and services
access and equity principles and practice
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.
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 open and/or closed questions.
administrative errors such as incorrect invoices or prices
customer satisfaction with service quality
damaged goods or goods not delivered
product not delivered on time
warehouse or store room errors such as incorrect product delivered.
extending time lines
procedures for delivery of goods
system for recording complaints
updating customer service charter.
customer satisfaction questionnaires
audit documentation and reports
quality assurance data
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.