Elements and Performance Criteria

Enterprise may vary in size, type and location, and in the range of merchandise and services provided and in delivery policies
Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and have physical and intellectual abilities. Regardless, all customers are made feel welcome, valued and, at the end of the process, satisfied. Customer contact may be face-to-face, by telephone or electronic means or in writing
Customer service may include all enterprise activities, internal and external customers and follow-up in event of delays in service provision
Staff may be full-time, part-time or casual and vary in terms of training, product knowledge and in staffing levels. Staff may be operating in routine or busy trading conditions
Customer needs may require information regarding products or services available, quality of products or services, complementary products or services, enterprise facilities and services, and the location of specific items

This unit of competence applies to the following and should be contextualised to the qualification to which it is being applied:
RS&R

Enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, industry/workplace codes of practice and customer requirements

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

consistently applying enterprise policies and procedures and industry codes of practice in regard to customer service
providing a quality service environment by treating customers in a courteous and professional manner through all stages of the procedure
using effective questioning/active listening and observation skills to identify customer needs
communicating effectively with others involved in or affected by the work

Underpinning knowledge

Operational knowledge of enterprise policies and procedures in regard to:

customer service
dealing with difficult customers
allocated duties/responsibilities
General knowledge of the range of enterprise merchandise and services, location of telephone extensions and departments/sections
Basic operational knowledge of legislation and statutory requirements, including consumer law, trade practices and fair trading legislation
Basic operational knowledge of industry/workplace codes of practice in relation to customer service

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information
Collect, organise and understand information related to specific needs of customers being identified
(Level 1)

Communicate ideas and information
Operational skills and techniques in questioning/listening, resolving conflict, following set routines and procedures, handling difficult or abusive customers and greeting/ farewelling techniques
Literacy skills in regard to message-taking in person or by telephone and completing written or computer documents of customer details
(Level 1)

Plan and organise activities
Plan and organise activities for implementation of a customer service plan
(Level 1)

Work with others and in a team
Work with others and in a team by team members with specific skills being sought to meet customer needs
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques for customer timeframes being identified and followed
(Level 1)

Solve problems
Establish diagnostic processes in which a logical approach to issues is followed
(Level 1)

Use technology
Use workplace technology related to technical skills in operating enterprise telephone systems and other communication equipment
(Level 1)

Context of, and specific resources for assessment
This unit may be assessed in conjunction with other units that form part of the job role or function
Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment
Evidence is best gathered using the products, processes and procedures of the individual workplace as the means by which the candidate achieves industry competencies

Method of assessment
It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other persons, subject to agreed authentication arrangements

Specific resource requirements for this unit

The following should be made available:

a workplace or simulated workplace
documentation, such as enterprise policy and procedure manuals relating to customer service, enterprise telephone directory, legislation and codes of practice
a range of customers with different requirements (real or simulated)
a communication system or a range of communication equipment
enterprise products/services, features and benefits
a qualified workplace assessor