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.
Complaints
Complaints may include:
matters related to personal interaction with customers, incorrect products, faulty products, charging/costing policy, delivery system failures, installation deficiencies and service delays
Customers
Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and physical and intellectual abilities. Regardless, customers are made feel welcome, valued and, at end of the process, satisfied. Customer contact may be face to face, by telephone, by electronic means or in writing
Customer service
Customer service may include:
enterprise activities, internal and external customers and follow-up in event of delays in service provision
Customer needs
Customer needs may include:
information regarding products or services available, quality of products or services, complementary products or services, enterprise facilities and services and location of specific items
Staff
Staff may be:
full-time, part-time or casual and vary in terms of staff training, product knowledge and in staffing levels (e.g. staff shortages)
operating in routine or busy trading conditions
Enterprise
Enterprises may vary in size, type and location, in range of merchandise and services provided and in delivery policies
Communication
Communications may be:
verbal, written, by telephone, by electronic or other available means
Record keeping
Accurate records of information are completed and may be stored manually, electronically or by other means
Resources
Resources may include:
enterprise or equivalent policy and procedures relating to customer service and complaint handling processes
enterprise or equivalent instructions related to legal implications of customer relations and complaints
a range of customers with complaints (real or simulated)
Information/documents
Sources of information/documents may include:
enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, industry/workplace codes of practice, 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, 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 in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:
accurately clarifying the nature and extent of complaint
identifying options for complaint resolution
resolving complaint to customer satisfaction
contributing to avoidance of further complaints
communicating effectively with others involved in or affected by the work.
Context of, and specific resources for assessment
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 covering a range of customer types
The following are required:
a workplace or simulated workplace
enterprise or equivalent policy and procedures relating to customer service and complaint handling processes
enterprise or equivalent instructions related to legal implications of customer relations and complaints
a range of customers with complaints (real or simulated)
a qualified workplace assessor.
Method of assessment
This unit may be assessed in conjunction with other units forming part of the job role or function
It is preferable assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other appropriate persons subject to agreed authentication arrangements
Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role.
Guidance information for assessment