Respond to customer enquiries

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver FNSICCUS301B, 'Respond to customer enquiries'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Respond to customer enquiries' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

Elements and Performance Criteria


Performance Criteria


Obtain details of customer and nature of enquiry


The nature of the enquiry is clarified and all details obtained


A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed


A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed


If the enquiry can be answered directly, a response in accordance with organisational procedures is provided


If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up


Customer details are obtained


Research the information relevant to the enquiry


Sources of information are identified so that an appropriate response can be provided within authority levels


Information is obtained, organised and analysed to provide an accurate and satisfactory response


Determine a suitable response to the enquiry


Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe


Response is comprehensive, clear and delivered in the most appropriate form (oral, written) and within the agreed upon timeframe


Communicate information to the customer


Written or oral responses are given in clear, simple, and easy to understand language


Customer is treated courteously and an ongoing relationship is encouraged


Any further queries from the customer are attended to promptly


Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs


Update relevant records


Information on the nature and frequency of enquiries is collected for evaluation


Details of the enquiry are recorded as required by organisational procedures

Qualifications and Skillsets

FNSICCUS301B appears in the following qualifications:

  • BSB30207 - Certificate III in Customer Contact