Elements and Performance Criteria

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.
Customer may be:
committees
external:
business to business
corporate
e-business
government
online
the media
retail
internal:
colleagues
managers
members of a team
staff from other departments
staff from other branches or locations
supervisors
new or regular
visitors.
Formal and informal research on customer needs may involve:
analysis of:
competitive environment
industry service trends
customer service surveys
customer focus groups
qualitative or quantitative research
seeking feedback from service delivery colleagues
talking to customers.
Changes in internal and external environments affecting quality service planning may include:
changes in the competitive environment
economic climate
introduction of new technologies
introduction of new equipment
management changes
organisational restructures
recruitment practices
technological changes affecting service delivery
trends in customer service preferences.
Policies and proceduresmay relate to:
acknowledging and greeting customers
complaint and dispute management
empowerment of different levels of personnel to resolve:
complaints
disputes
service issues
customer compensation
loyalty programs
presentation standards for:
customer environment
customer service personnel
documents and promotional materials
pricing guarantees
product quality
refunds and cancellation fees
response times
service guarantees
staff training for:
customer service
complaint handling
technical skills to ensure quality provision of products and services.
Customer service may be provided in various modes, including:
by telephone
email or written communication
facetoface
online.
Feedback may involve:
customer service discussions with employees during the course of each business day
discussions with customers
formal customer interviews
regular staff meetings that involve service discussions
seeking staff suggestions for content of customer service policies and procedures
surveys:
internal customers
external customers
staff
improvements suggested by:
customers involved in complaints or disputes
suppliers
peers
staff
supervisors
managers.
Assess the effectiveness of service practices may involve:
monitoring the ongoing effectiveness of:
staff in meeting customer service standards
policies and procedures in explaining practices
reviewing numbers and nature of:
complaints
disputes
response of customers
survey statistics.

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 ability to:
develop, evaluate and review practices for quality service provision
manage the delivery of customer service and monitor the effectiveness of service practices over a period of time
develop comprehensive policies and procedures for quality service provision
integrate knowledge of the principles of quality customer service and consumer protection laws.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event industry business operation for which tailored customer service practices are required
current plain English regulatory documents distributed by the government consumer protection regulators
codes of practice and standards issued by industry groups
team members with whom the individual can interact as leader.
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:
evaluation of a portfolio, prepared by the individual, incorporating documents used for the management of customer service:
summary of research into industry service trends
evaluation of the characteristics and needs of the organisation
policies
procedures
customer surveys
evaluation of systematic customer service issues and recommendations for change of service practices
direct observation, using role plays, of the individual consulting with and briefing key staff members on customer service practices
use of case studies and problemsolving exercises so the individual can identify systemic customer service failures and suggest methods to resolve these
written or oral questioning to assess knowledge of:
customer service principles
consumer protection laws
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
BSBMGT515A Manage operational plan
BSBPMG501A Manage projects
BSBWRT401A Write complex documents
SITXMGT401 Monitor work operations.