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.

Appropriate interpersonal skillsmay include:
listening actively to what the customer is communicating
providing an opportunity for the customer to confirm their request
questioning to clarify and confirm customer needs
seeking feedback from the customer to confirm understanding of needs
summarising and paraphrasing to check understanding of customer message
using appropriate body language.
Customersmay include:
corporate customers
individual members of the organisation
individual members of the public
internal or external
other agencies.
Customer needs and expectationsmay include:
accuracy of information
advice or general information
complaints
fairness/politeness
further information
making an appointment
prices/value
purchasing organisation’s products and services
returning organisation’s products and services
specific information.
Organisational requirementsmay include:
access and equity principles and practice
antidiscrimination and related policy
defined resource parameters
goals, objectives, plans, systems and processes
legal and organisational policies, guidelines and requirements
OHS policies, procedures and programs
payment and delivery options
pricing and discount policies
quality and continuous improvement processes and standards
quality assurance and/or procedures manuals
replacement and refund policy and procedures
who is responsible for products or services.
Effective communicationmay include:
giving customers full attention
maintaining eye contact, except where eye contact may be culturally inappropriate
speaking clearly and concisely
using active listening techniques
using appropriate language and tone of voice
using clear written information/communication
using nonverbal communication e.g. body language, personal presentation (for facetoface interactions)
using open and/or closed questions.
Designated individualsmay include:
colleagues
customers
line management
supervisor.
Customer complaintsmay include:
administrative errors such as incorrect invoices or prices
customer satisfaction with service quality
damaged goods or goods not delivered
delivery errors
product not delivered on time
service errors
warehouse or store room errors such as incorrect product delivered.
Specific needsof customersmay relate to:
age
beliefs/values
culture
disability
gender
language
religious/spiritual observances.
Opportunitiesto promote and enhance services and products may include:
extending time lines
packaging procedures
procedures for delivery of goods
returns policy
system for recording complaints
updating customer service charter.
Verifiable evidencemay include:
customer satisfaction questionnaires
audit documentation and reports
quality assurance data
returned goods
lapsed customers
service calls
complaints.

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 following is essential:
identifying needs and priorities of customers
distinguishing between different levels of customer satisfaction
treating customers with courtesy and respect
responding to and reporting on, customer feedback
knowledge of organisational policy and procedures for customer service.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of customer complaints
examples of documents relating to customer service standards and policies.
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:
direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate
review of reports on customer service delivery
analysis of responses to case studies and scenarios
demonstration of techniques
oral or written questioning to assess knowledge of customer service strategies.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.