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.
Enterprises
Enterprises may vary in size, type and location, range of merchandise and services provided and delivery policies
Customers
Customers may:
be regular or new
have routine or special requests
be from a range of social, cultural or ethnic backgrounds and 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
Customer service may include all enterprise activities, internal and external customers and follow-up in event of delays in service provision
Staff
Staff may be:
full-time, part-time or casual and vary in terms of training, product knowledge and staffing levels
operating in routine or busy trading conditions
Customer needs
Customer needs may include:
information regarding available products or services, quality of products or services, complementary products or services, enterprise facilities and services or the location of specific items
Customer databases
Customer databases may include:
information on customer name, contact details, purchase history details of products or services, information requests, special needs and customer 'rating' by enterprise
Policies and procedures
Policies and procedures may include:
enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, legislative and regulatory requirements, industry/workplace codes of practice and customer requirements

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
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:
maintaining relevant and current customer databases in accordance with enterprise policies and procedures
monitoring, reviewing and assessing customer needs and trends
ensuring appropriate treatment of customers.
This unit may be assessed in conjunction with other units that form part of the job role or function.
Context of and specific resources for assessment
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.
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
computer, database software, customer information and enterprise 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
a qualified workplace assessor.
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.