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, 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.
Clients may be internal and external and include:
people with routine or special requests
people from diverse backgrounds
people with varying physical and mental abilities
regular and new customers, including:
business enterprises, including private or public companies
government agencies
members of the public
residents of private households
suppliers and manufacturers.
Company requirements may include:
client confidentiality procedures
client service procedures
code of ethics
company image
dress and presentation requirements
legal and company policy and guidelines
legislative and regulatory requirements relevant to the work or service function, including:
anti-discrimination and equal employment opportunities
codes of conduct
consumer law
environmental law
harassment and other laws specific to local government
OHS
privacy legislation
OHS policies, procedures and programs
policies and procedures outlining work roles, responsibilities and delegations
quality and continuous improvement processes and standards
reporting procedures.
Complaints may range from:
simple client dissatisfaction that can be resolved on the spot
scenarios where external bodies are required as a result of:
formality
severity
source.
Communication may include:
personal visit
presentation
telephone discussions.
Client needs may relate to:
advice or general information
domestic, commercial or industrial interests
hours of operation
making complaints or suggestions
purchasing products and services
specific requests.
Legislative requirements may include:
Australian standards, quality assurance and certification requirements
award and enterprise agreements
industry advisory standards and codes, such as:
building code
dangerous goods code
relevant commonwealth, state and territory legislation and local government regulations that affect company operation, such as:
anti-discrimination and diversity
chemical controls
chemical registers and manifests
consumer protection
dangerous goods Acts and regulations
declared pest (plant and animal) reporting
environmental protection issues
equal employment opportunity
freedom of information
industrial equipment certificates of competency or licences
industrial relations
motor and commercial vehicle transportation
motor licence and endorsement regulations
OHS Acts and regulations
privacy
public health
trade practices
workplace consultative arrangements.
Information may be:
communicated electronically, such as by email
contained in company databases
contained in manufacturer specifications and information
provided verbally
provided in writing, such as product brochures.
Records may include:
audiovisual, such as recordings
computer-based systems
verbal discussions with operators
written forms and reports.
Appropriate personnel may include:
colleagues
staff and employee representatives
supervisors and line managers
suppliers and manufacturers.
Solutions may involve:
additional service provision
changes in service provision
clear explanations
litigations
mediations
no action
payments of compensation
rectifications.
Responses may include:
cancellation of services
client education
general advice
information on products and services available, including features and benefits
planned visits
provision of further information
quotations and pricing estimates
referral to others, including specialist advisors
standard industry disclaimers.
Business documentation may include:
databases
emails
faxes
quotations and pricing estimates
standard letters
statements
tax invoices.

EVIDENCE GUIDE
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
This unit of competency could be assessed by observing responses to a range of client enquiries and complaints.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.
In particular the person should demonstrate the ability to:
handle complaints using knowledge of company procedures
handle difficult clients and situations with diplomacy and tact
identify customer needs through the use of appropriate interpersonal skills
provide solutions or options and resolve issues within appropriate timeframes
record and document issues and resolution according to company requirements
refer complaints to appropriate personnel according to company requirements.
Context of and specific resources for assessment
Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards' requirements.
Resource implications for assessment include access to:
assessment documentation forms and record books
company procedures for complaints handling
relevant databases and information sources
suitable work area, or a simulated workplace environment, that allows for demonstration of handling client complaints.
Method of assessment
Assessment methods must:
satisfy the endorsed Assessment Guidelines of the Property Services Training Package
include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application
reinforce the integration of employability skills with workplace tasks and job roles
confirm that competency is verified and able to be transferred to other circumstances and environments.
This unit could be assessed on its own or in combination with other units relevant to the job function.
Guidance information for assessment
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.