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.
Unit scope
Enterprises may vary in size, type and location, in the range of merchandise and services provided and in delivery policies
Customers
Customers may:
be regular or new
have special or unusual requests
be from a range of social, cultural or ethnic backgrounds and with different physical and mental abilities
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
Complex customer requirements
Complex customer requirements may include, but are not limited to:
unusual or out of the ordinary problems, requirements of special or high importance customers, complex technical problems, matters involving more than one solution or area of service, needs of customers who have not been happy with some aspect of product or service provided or complex financial or insurance arrangements, such as lease, fleet or warranty extension arrangements
Information/documents
Information/documents 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:
identifying customer requirements professionally, courteously, with tact and without presumptions
generating and advising customer of viable options to meet customer needs
calculating and informing customer of detailed costs and timeframes of agreed option
proposing and gaining agreement by customer to an action plan to satisfy customer needs.
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.
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 complex requirements (real or simulated)
a communication system or a range of communication equipment
real or simulated customer documents or 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 the varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other persons subject to agreed authentication arrangements.