Elements and Performance Criteria

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.

Nature of the multicentremay include:
independently operated or networked with additional centres
corporate computer network, including mainframes, microcomputers and local area networks (LANs)
telephony
voice and data pathways linked through computer telephony integration (CTI) .
Customersmay be:
board members
clients and purchasers of services
coworkers, peers and fellow frontline managers and supervisors
members of the general public who make contact with the organisation, such as prospective purchasers of services
potential funding bodies
suppliers of goods and services and contractors providing goods and services.
Qualitymay refer to:
characteristics of a product, system, service or process that meet the requirements of customers and interested parties.
Strategiesmay refer to:
databases and other controls to record and compare data over time
electronic feedback mechanisms using intranet, internet and email
feedback forms and other devices to enable communication from customers
longterm or shortterm plans for monitoring achievement of targets and standards and evaluating their effectiveness
policies and procedures, including policies for contact escalation
questionnaires, survey and interviews
training and development activities.
Products and servicesmay include:
goods
ideas
infrastructure
private and public sets of benefits.
Resourcesmay include:
buildings and facilities
equipment
finance
information
people
power and energy
technology
time.

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
develop plans, policies or procedures for delivering quality customer service
solve complex customer issues and multicentre system problems that lead to poor customer service
establish a service and operational practices
demonstrate knowledge of techniques for solving complaints.
Context of and specific resources for assessment
Assessment must ensure access to:
appropriate documentation and resources normally used in the workplace
information and databases for analysis activities
relevant legislation, standards and guidelines.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
assessment of written reports
demonstration of multicentre planning processes
direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate
observation of performance in role plays
evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards
review of strategies developed and used to monitor progress in achieving product and service targets and standards
review of records, reports and recommendations about managing customer service.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.