This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems.
Elements and Performance Criteria
1. Advise on customer service needs
1.1 Clarify and accurately assess
1.2 Diagnose problems matching service delivery to
1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery
2. Support implementation of customer service strategies
2.1 Ensure customer service strategies and opportunities are promoted to
2.2 Identify and allocate available budget resources to fulfil customer service objectives
2.3 Promptly action
2.4 Ensure that decisions to implement
3. Evaluate and report on customer service
3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups
3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction
communication skills to
communicate effectively with personnel and clients at all levels
articulate customer service strategies
interpersonal skills to:
build relationships with customers
literacy skills to:
prepare general information and papers
read a variety of texts
write formal and informal letters according to target audience
planning skills to develop implementation schedules
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)
principles of customer service
organisational business structure, products and services
product and service standards and best practice models.
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 the organisation in delivering services to customers
responding to and reporting on customer feedback
designing strategies to improve delivery of products and services
knowledge of the principles of 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, feedback and strategies.
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 documentation reporting changes necessary to maintain service standards
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
oral or written questioning to assess knowledge of customer service techniques and strategies
review of systems, records and reporting procedures to compare changes in customer satisfaction.
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.
accuracy of information
advice or general information
making an appointment
purchasing organisation’s products and services
returning organisation’s products and services
analysing customer satisfaction surveys
analysing quality assurance data
consultation methods, techniques and protocols
obtaining management decisions
seeking feedback to confirm understanding
summarising and paraphrasing.
individual members of the organisation
individual members of the public
internal or external
access and equity principles and practice
confidentiality and security requirements
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.
access to product database by customers online
access to purchase, delivery and account records
Designated individuals and groups
Procedures to resolve customer difficulties
external agencies (e.g. Ombudsman)
referrals to supervisor
refund of monies
review of products or services
using conflict management techniques.
administrative errors such as incorrect invoices or prices
customer satisfaction with service quality
damaged goods or goods not delivered
products not delivered on time
difficulty accessing services
not appreciating differing hardware and software
services not available
supply errors such as incorrect product delivered
time taken to access services
unfriendly website design
warehouse or store room errors such as incorrect product delivered.
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.