This unit applies to workers required to be familiar with a product and service that varies widely and is capable of significant customisation.
Elements and Performance Criteria
1. Assist customer to articulate needs
1.2 Explain and match available services and products to customer needs
1.3 Identify and communicate
2. Satisfy complex customer needs
2.1 Explain possibilities for meeting customer needs
2.2 Assist customers to evaluate service and/or product options to satisfy their needs
2.3 Determine and prioritise preferred actions
2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
3. Manage networks to ensure customer needs are addressed
3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up
3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
3.5 Maintain records of customer interaction in accordance with
communication skills to relate to people from diverse backgrounds and people with diverse abilities.
information management skills to summarise information verbally and non
literacy and numeracy skills to:
interpret product and service features or sales data
read a variety of texts to prepare general information and papers
summarise information obtained from a variety of verbal and non-verbal sources
write formal and informal text
numeracy skills to analyse data, and to compare time lines and promotional costs against budgets
comply with policies and procedures
seek learning and development 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
organisational procedures and standards for customer service relationships
detailed product and service knowledge which may:
be of significant breadth so as to propose alternative products and services, or
of significant depth so as to propose variations within a limited product and service range.
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:
assisting customers to articulate their needs
documenting processes used and customer satisfaction with the products/services offered
assisting customers to address their needs.
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 products/services and promotional 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 prioritising preferred actions
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
assessment of written reports
evaluation of communication established with customers
review of customer interaction records.
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.
customers with routine or specific requests
in person, computer
internal and external customers
people from a range of social, cultural or ethnic backgrounds
people who may be unwell, drug affected or emotionally distressed
people with varying physical and mental abilities
regular and new customers.
Rights and responsibilities of customers
fulfilment of external obligations
Effective regular communication
giving customers full attention
handling sensitive and confidential issues
speaking clearly and concisely
using active listening techniques
using appropriate language and tone of voice
using clearly written information/communication
using open and/or closed questions.
Products and services
either products or services
private or public sets of benefits.
quality systems, standards and guidelines.
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.