Elements and Performance Criteria

Enterprises may vary in size, type and location, in the range of merchandise and services provided and in delivery policies

Customers may be regular or new and may have special or unusual requests. They may include persons from a range of social, cultural or ethnic backgrounds and with different physical and mental abilities
Staff may be full-time, part-time or casual and vary in terms of training, product knowledge and staffing levels. Staff may be operating in routine or busy trading conditions
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

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, customer requirements

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

Underpinning knowledge

Operational knowledge of industry/enterprise policies and procedures in regard to:

customer service
customer requirements/needs documentation
allocated duties/responsibilities
Operational knowledge of the range of enterprise merchandise and services, location of departments/sections and telephone extensions of departments/sections, suppliers, finance and insurance
Basic operational knowledge of legislation and statutory requirements, including OH&S, consumer law, trade practices and fair trading legislation
Basic operational knowledge of industry/workplace codes of practice in relation to customer service

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information
Collect, organise and understand information related to collating and analysing customer requirements and information
(Level 2)

Communicate ideas and information
Communication skills in relation to dealing with customers, difficult customers and managing conflict and negotiation
Literacy skills in regard to message taking in person or by telephone and completing written or computer documents of customer requirements and action plans
(Level 2)

Plan and organise activities
Plan and organise activities to select and follow processes/procedures to ensure desired outcome
(Level 2)

Work with others and in a team
Work with others and in a team by requesting and using information/assistance from colleagues
(Level 2)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to include numerical skills in relation to calculating/modelling various financial and/or insurance arrangements
(Level 2)

Solve problems
Establish diagnostic processes which include operational skills and techniques in customer service and problem-solving skills
(Level 2)

Use technology
Use workplace technology related to technical skills in operating enterprise telephone systems and other communication equipment
(Level 1)

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

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

Specific resource requirements for this unit

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