Elements and Performance Criteria

Range statement
The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace may include:
award and enterprise agreements
national, State/Territory legislative requirements especially in regard to Occupational Health and Safety
industry codes of practice
OECD International Guidelines for Consumer Protection in E-Commerce
copyright laws
defamation laws
privacy legislation
intellectual property, confidentiality requirements
legal and regulatory policies affecting e-business
net etiquette
e-business is:
every type of business transaction in which the participants (ie suppliers, end users etc) prepare or transact business or conduct their trade in goods or services electronically (Definition of e-commerce in E-competent Australia, ANTA, May 2000)
Online services may include:
online registration
access to product database by customers online
online ordering
online payments
access to purchase, delivery and account records online
two-way communication online
quick / reasonable response
call / contact centre
Customers may include:
internal
external
Customer difficulties and complaints may include:
difficulty accessing services
customer dissatisfaction with service quality
services not available
unfriendly website design
website faults
inactive links
time taken to access services
administrative errors such as incorrect invoices or prices
supply errors such as incorrect product delivered
service errors
delivery errors
products not delivered on time
damaged goods or goods not delivered
not appreciating differing hardware and software
Operational areas may include:
marketing and sales
administration
accounting
service support
procurement
Customer service feedback may include:
positive and negative comments made in online communications
responses via online feedback mechanisms
telephone
face-to-face
letters
emails
secondhand feedback
increase in sales results etc through e-business
Range statement
The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace may include:
award and enterprise agreements
national, State/Territory legislative requirements especially in regard to Occupational Health and Safety
industry codes of practice
OECD International Guidelines for Consumer Protection in E-Commerce
copyright laws
defamation laws
privacy legislation
intellectual property, confidentiality requirements
legal and regulatory policies affecting e-business
net etiquette
e-business is:
every type of business transaction in which the participants (ie suppliers, end users etc) prepare or transact business or conduct their trade in goods or services electronically (Definition of e-commerce in E-competent Australia, ANTA, May 2000)
Online services may include:
online registration
access to product database by customers online
online ordering
online payments
access to purchase, delivery and account records online
two-way communication online
quick / reasonable response
call / contact centre
Customers may include:
internal
external
Customer difficulties and complaints may include:
difficulty accessing services
customer dissatisfaction with service quality
services not available
unfriendly website design
website faults
inactive links
time taken to access services
administrative errors such as incorrect invoices or prices
supply errors such as incorrect product delivered
service errors
delivery errors
products not delivered on time
damaged goods or goods not delivered
not appreciating differing hardware and software
Operational areas may include:
marketing and sales
administration
accounting
service support
procurement
Customer service feedback may include:
positive and negative comments made in online communications
responses via online feedback mechanisms
telephone
face-to-face
letters
emails
secondhand feedback
increase in sales results etc through e-business

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.
Critical aspects of evidence
Integrated demonstration of all elements of competency and their performance criteria
Personalised and customised services continue to meet legal and ethical requirements and online customer service standards
Underpinning knowledge*
* Required knowledge/skills is to be limited to that which is sufficient to perform the particular workplace competency
Relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
Internet / World Wide Web
e-business culture
e-business terminology
Principles of customer service and its application to an online environment
Customer concerns with online business
Techniques for dealing with customers with special needs
Legal and ethical requirements
Underpinning skills
Computer skills for online communication
Literacy skills to interpret requirements and personalise / customise responses
Communication skills, including negotiation and conflict resolution, to resolve customer difficulties and complaints
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the business services common competencies for the particular AQF level. Refer to the Key Competency Levels at the end of this unit
Three levels of performance denote level of competency required to perform a task.
1. Perform
2. Administer
3. Design
Collecting, analysing and organising information - to gauge customer needs and requirements and to measure customer satisfaction in support of continuous improvement policies (3)
Communicating ideas and information - to identify customer needs and requirements, to improve customer satisfaction and assisting online customers (3)
Planning and organising activities - to monitor and continuously improve online customer service and integrate online customer services with business operations (2)
Working with teams and others - to improve integration of online customer services with business processes and to improve online customer service through staff training and use of feedback from customers and team members (3)
Using mathematical ideas and techniques - to analyse feedback data (1)
Solving problems - to deliver quality online customer service while resolving customer difficulties and complaints (2)
Using technology - to provide online customer service (2)
The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.
Critical aspects of evidence
Integrated demonstration of all elements of competency and their performance criteria
Personalised and customised services continue to meet legal and ethical requirements and online customer service standards
Underpinning knowledge*
* Required knowledge/skills is to be limited to that which is sufficient to perform the particular workplace competency
Relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
Internet / World Wide Web
e-business culture
e-business terminology
Principles of customer service and its application to an online environment
Customer concerns with online business
Techniques for dealing with customers with special needs
Legal and ethical requirements
Underpinning skills
Computer skills for online communication
Literacy skills to interpret requirements and personalise / customise responses
Communication skills, including negotiation and conflict resolution, to resolve customer difficulties and complaints
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the business services common competencies for the particular AQF level. Refer to the Key Competency Levels at the end of this unit
Three levels of performance denote level of competency required to perform a task.
1. Perform
2. Administer
3. Design
Collecting, analysing and organising information - to gauge customer needs and requirements and to measure customer satisfaction in support of continuous improvement policies (3)
Communicating ideas and information - to identify customer needs and requirements, to improve customer satisfaction and assisting online customers (3)
Planning and organising activities - to monitor and continuously improve online customer service and integrate online customer services with business operations (2)
Working with teams and others - to improve integration of online customer services with business processes and to improve online customer service through staff training and use of feedback from customers and team members (3)
Using mathematical ideas and techniques - to analyse feedback data (1)
Solving problems - to deliver quality online customer service while resolving customer difficulties and complaints (2)
Using technology - to provide online customer service (2)