Elements and Performance Criteria

RANGE STATEMENT
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, 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 include:
regular client
new client
person or workplace receiving product or service
person or workplace with the potential to receive product or service
colleague.
Communication may include:
email
Facebook
face-to-face
surveys
telephone
Twitter
written and verbal.
Database may include:
customer contact details
purchase history
services history
information and enquiry requests
special customer requests and needs
workplace customer rating
business, social and individual group listing.
Workplace policies and procedures may include:
workplace operational policies and procedures
workplace customer service policy
product manufacturer and component supplier specifications
legislative and regulatory requirements
industry codes of practice
customer follow-up procedures
post-sale and post-service workplace policy.
Customer loyalty may include:
product and services update
quality of products or services
complementary products or services
client reward schemes
credit or discount facilities
formal letters of thanks
promotional items
follow-up phone calls.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, required Skills and Knowledge, the 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
The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria and required skills and knowledge.
A person who demonstrates competency in this unit must be able to:
maintain relevant and current customer databases according to workplace policies and procedures
monitor, review and assess customer needs and trends
ensure appropriate treatment of customers.
Context of, and specific resources for assessment
Competency is to be assessed in the workplace or a simulated workplace environment that accurately reflects performance in a real workplace setting.
Assessment is to occur:
using standard workplace practices and procedures
following safety requirements
applying environmental constraints.
Assessment is to comply with relevant:
regulatory requirements
Australian standards
industry codes of practice.
The following resources must be made available for the assessment of this unit:
a workplace or simulated workplace
information relating to customer service
telephone directory
legislation and codes of practice
computer
database software
customer information and workplace policies and procedures
a range of customers with different requirements, real or simulated
a communication system or a range of communication equipment
real or simulated customer database.
Method of assessment
Assessment must satisfy the endorsed Assessment Guidelines of this Training Package.
Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with the application of required skills and knowledge.
Assessment methods must be by direct observation of tasks and include questioning on required skills and knowledge to ensure correct interpretation and application.
Competence in this unit may be assessed in conjunction with other units which together form part of a holistic work role.
Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate the needs of diverse clients.
Assessment processes and techniques must be culturally sensitive and appropriate to the language, literacy and numeracy capacity of the candidate and the work being performed.