Elements and Performance Criteria

Range statement
The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace may include:
award and enterprise agreements
national, State/Territory legislative requirements especially in regard to Occupational Health and Safety
industry codes of practice
OECD International Guidelines for Consumer Protection in E-Commerce
copyright laws
defamation laws
privacy legislation
intellectual property, confidentiality requirements
legal and regulatory policies affecting e-business
e-business is:
every type of business transaction in which the participants (ie suppliers, end users etc) prepare or transact business or conduct their trade in goods or services electronically (Definition of e-commerce in E-competent Australia, ANTA, May 2000)
Customer service requirements may include:
advice or general information
specific information
further information
complaints
purchasing online products and services
returning online products and services
accuracy of information
fairness
promptness/politeness of response
prices/value
access to call centre
Customer service data may include:
website access history
purchasing history
transaction values
promotion responses
acquisition sources
Customers may include:
internal or external
other agencies
individual members of the organisation
corporate customers
individual members of the public
Customer difficulties and complaints may include:
difficulty accessing services
customer dissatisfaction with service quality
services not available
unfriendly website design
website faults
inactive links
time taken to access services
administrative errors such as incorrect invoices or prices
supply errors such as incorrect product delivered
service errors
delivery errors
products not delivered on time
damaged goods or goods not delivered
software interface problems
Strategy development may include:
new strategies researched and developed from scratch
adaptation of other organisation's policies
Range statement
The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace may include:
award and enterprise agreements
national, State/Territory legislative requirements especially in regard to Occupational Health and Safety
industry codes of practice
OECD International Guidelines for Consumer Protection in E-Commerce
copyright laws
defamation laws
privacy legislation
intellectual property, confidentiality requirements
legal and regulatory policies affecting e-business
e-business is:
every type of business transaction in which the participants (ie suppliers, end users etc) prepare or transact business or conduct their trade in goods or services electronically (Definition of e-commerce in E-competent Australia, ANTA, May 2000)
Customer service requirements may include:
advice or general information
specific information
further information
complaints
purchasing online products and services
returning online products and services
accuracy of information
fairness
promptness/politeness of response
prices/value
access to call centre
Customer service data may include:
website access history
purchasing history
transaction values
promotion responses
acquisition sources
Customers may include:
internal or external
other agencies
individual members of the organisation
corporate customers
individual members of the public
Customer difficulties and complaints may include:
difficulty accessing services
customer dissatisfaction with service quality
services not available
unfriendly website design
website faults
inactive links
time taken to access services
administrative errors such as incorrect invoices or prices
supply errors such as incorrect product delivered
service errors
delivery errors
products not delivered on time
damaged goods or goods not delivered
software interface problems
Strategy development may include:
new strategies researched and developed from scratch
adaptation of other organisation's policies

Evidence Guide
The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.
Critical aspects of evidence
Integrated demonstration of all elements of competency and their performance criteria
Determination of the source and level of customer dissatisfaction and refining strategies in response
Underpinning knowledge*
* Required knowledge/skills is to be limited to that which is sufficient to perform the particular workplace competency
Relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
e-business culture
e-business terminology
Principles of customer service and its application to an online environment
Customer concerns with online business
Techniques for dealing with customers with special needs
Legal and ethical requirements
Underpinning skills
Computer skills for data analysis
Literacy skills to interpret requirements and develop policy and strategies
Communication skills to review customer service and implement strategies
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the business services common competencies for the particular AQF level. Refer to the Key Competency Levels at the end of this unit
Three levels of performance denote level of competency required to perform a task.
1. Perform
2. Administer
3. Design
Collecting, analysing and organising information - determine customer service requirements (3)
Communicating ideas and information - through policies and strategies for online customer service (3)
Planning and organising activities - to monitor and evaluate online customer service (2)
Working with teams and others - to gather feedback from customers and staff (3)
Using mathematical ideas and techniques - to analyse online data (2)
Solving problems - to match services to customer skill levels (3)
Using technology - to analyse online data (1)
Evidence Guide
The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.
Critical aspects of evidence
Integrated demonstration of all elements of competency and their performance criteria
Determination of the source and level of customer dissatisfaction and refining strategies in response
Underpinning knowledge*
* Required knowledge/skills is to be limited to that which is sufficient to perform the particular workplace competency
Relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
e-business culture
e-business terminology
Principles of customer service and its application to an online environment
Customer concerns with online business
Techniques for dealing with customers with special needs
Legal and ethical requirements
Underpinning skills
Computer skills for data analysis
Literacy skills to interpret requirements and develop policy and strategies
Communication skills to review customer service and implement strategies
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the business services common competencies for the particular AQF level. Refer to the Key Competency Levels at the end of this unit
Three levels of performance denote level of competency required to perform a task.
1. Perform
2. Administer
3. Design
Collecting, analysing and organising information - determine customer service requirements (3)
Communicating ideas and information - through policies and strategies for online customer service (3)
Planning and organising activities - to monitor and evaluate online customer service (2)
Working with teams and others - to gather feedback from customers and staff (3)
Using mathematical ideas and techniques - to analyse online data (2)
Solving problems - to match services to customer skill levels (3)
Using technology - to analyse online data (1)