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.

Customersmay include:
contacts from other organisations
external customers
internal customers
members of the public
patients
service users.
Organisational requirementsmay include:
access and equity principles and practice
antidiscrimination and related policy
following OHS procedures for dealing with customers
legal and organisational policies, guidelines and requirements
quality and continuous improvement processes and standards
quality assurance and/or procedures manual.
Interpersonal skillsmay include:
listening actively to what the customer is communicating
providing an opportunity for the customer to confirm their request
questioning to clarify and confirm customer needs
seeking feedback from the customer to confirm understanding of needs
summarising and paraphrasing to check understanding of customer’s message
using appropriate body language.
Designated personsmay include:
manager, supervisor or team leader
more experienced personnel with specific knowledge or information
staff from other work areas with particular product or service knowledge.
Opportunitiesmay include:
advice about warranties, guarantees or support services
packaging options
pricing options
procedures for delivery of goods or service
provision of product knowledge
systems for recording complaints.
Customer feedbackmay be about:
damaged goods or delivery problems
delays
invoicing errors
quality of customer service
quality of service provision.

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:
demonstrating all stages of customer service interactions
responding to customer feedback
demonstrating a range of interpersonal skills
knowledge of relevant legislation.
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 and policies relating to customer service.
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 onthejob performance by the candidate
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
oral or written questioning to assess knowledge of customer service and communication techniques
review of information provided to customers about problems and delays, and customer followup
review of documentation recording feedback and communication between customers and the organisation.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.