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.

Customer needsmay relate to:
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.
Communication techniquesmay include:
analysing customer satisfaction surveys
analysing quality assurance data
conducting interviews
consultation methods, techniques and protocols
making recommendations
obtaining management decisions
questioning
seeking feedback to confirm understanding
summarising and paraphrasing.
Customersmay include:
corporate customers
individual members of the organisation
individual members of the public
internal or external
other agencies.
Organisational requirementsmay include:
access and equity principles and practice
antidiscrimination and related policy
confidentiality and security requirements
defined resource parameters
ethical standards
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.
Business technologymay include:
answering machine
binder
computer
fax machine
photocopier
printer
shredder
telephone.
Online servicesmay include:
access to product database by customers online
access to purchase, delivery and account records
contact centre
online ordering
online payments
online registration
quick/reasonable response
twoway communication online.
Designated individuals and groupsmay include:
colleagues
committee
customers
external organisation
line management
supervisor.
Procedures to resolve customer difficultiesmay include:
external agencies (e.g. Ombudsman)
item replacement
referrals to supervisor
refund of monies
review of products or services
using conflict management techniques.
Customer complaintsmay include:
administrative errors such as incorrect invoices or prices
customer satisfaction with service quality
damaged goods or goods not delivered
delivery errors
products not delivered on time
service errors
specific ebusiness problems and issues:
difficulty accessing services
inactive links
not appreciating differing hardware and software
services not available
supply errors such as incorrect product delivered
time taken to access services
unfriendly website design
website faults
warehouse or store room errors such as incorrect product delivered.
Customer servicestrategiesmay include:
courtesy/politeness
delivery times
merchandise characteristics
price offers
product/refund guarantees
product/service availability.

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 the organisation in delivering services to customers
responding to and reporting on customer feedback
designing strategies to improve delivery of products and services
knowledge of the principles of 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, feedback and strategies.
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 documentation reporting changes necessary to maintain service standards
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
oral or written questioning to assess knowledge of customer service techniques and strategies
review of systems, records and reporting procedures to compare changes in customer satisfaction.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.