Modification History
Not applicable.
Unit Descriptor
This unit covers the skills and knowledge required to identify customers' needs and monitor a service provided to customers.
This unit is related to BSBCMN208A Deliver a service to customers and BSBCMN410A Coordinate implementation of customer service strategies.
This unit covers the skills and knowledge required to identify customers' needs and monitor a service provided to customers.
This unit is related to BSBCMN208A Deliver a service to customers and BSBCMN410A Coordinate implementation of customer service strategies.
Application of the Unit
Not applicable.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
Not applicable.
Elements and Performance Criteria Pre-Content
Not applicable.
Elements and Performance Criteria
|
Elements and Performance Criteria |
|||
|
Element |
Performance Criteria |
||
|
1 |
Identify customers' needs |
1.1 |
Customers' needs and expectations are clarified and accurately identified using appropriate interpersonal skills |
|
1.2 |
Customers' needs are assessed for urgency to determine priorities for service delivery in accordance with organisational requirements |
||
|
1.3 |
Customers are provided with information about available choices for meeting their needs and assisted in the selection of preferred options |
||
|
1.4 |
Limitations in addressing customers' needs are identified and appropriate assistance is sought from designated individuals |
||
|
2 |
Deliver a service to customers |
2.1 |
Service is provided promptly to customers to meet identified needs in accordance with organisational requirements |
|
2.2 |
Appropriate rapport is established and maintained with customers to ensure completion of the delivery of a quality service. |
||
|
2.3 |
Customers' complaints are handled sensitively and courteously in accordance with organisational requirements |
||
|
2.4 |
Customers with special needs or assistance are responded to in accordance with organisational requirements |
||
|
2.5 |
Available opportunities are identified and used to promote and enhance services and products to customers |
||
|
3 |
Monitor and report on service delivery |
3.1 |
Customer satisfaction with service delivery is regularly reviewed using verifiable evidence in accordance with organisational requirements |
|
3.2 |
Opportunities to enhance the quality of service and products are identified and pursued within organisational requirements |
||
|
3.3 |
Procedural aspects of service delivery are monitored for effectiveness and suitability to customer requirements |
||
|
3.4 |
Customer feedback is regularly sought and used to improve the provision of products and services |
||
|
3.5 |
Decisions to modify products or services incorporate evidence of customer satisfaction and are within organisational requirements |
||
|
3.6 |
Reports are clear, detailed and contain recommendations focused on critical aspects of service delivery |
||
Required Skills and Knowledge
Not applicable.
Evidence Guide
The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Identifying needs and priorities of customers
Distinguishing between different levels of customer satisfaction
Treating customers with courtesy and respect
Identifying and complying with organisational requirements
Responding to and reporting on customer feedback
Underpinning Knowledge *
* At this level the learner must demonstrate some relevant theoretical knowledge.
The 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
Knowledge of the principles of excellent customer service
Understanding the organisation's business structure, products and services
Understanding the organisation's policy and procedures for customer service including handling customer complaints
Knowledge of product and service standards and best practice models
Understanding the principles of quality assurance
Understanding public relations and product promotion
Consultation methods, techniques and protocols
Techniques for dealing with customers, including customers with special needs
Underpinning Skills
Literacy skills to read and understand a variety of texts; prepare general information and papers according to target audience; spell with accuracy; use grammar and punctuation effectively as an aid to understanding
Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements, check for accuracy and consistency of information
Report writing skills to identify and elaborate on customer service strategies; assess information for relevance and accuracy; source additional information as required
Technology skills including the ability to select and use technology appropriate to a task
Problem solving skills to deal with customer enquiries or 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
Key Competency Levels
Collecting , analysing and organising information (Level 2) - to monitor and report on customer services
Communicating ideas and information (Level 2) - with customers on products and services
Planning and organising activities (Level 2) - to meet customer needs
Working with teams and others (Level 1) - in completing scheduled tasks
Using mathematical ideas and techniques (Level 1) - to determine service or product costs
Solving problems (Level 2) - to respond to customer enquiries or complaints
Using technology (Level 1) - to complete allocated tasks
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies
The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Identifying needs and priorities of customers
Distinguishing between different levels of customer satisfaction
Treating customers with courtesy and respect
Identifying and complying with organisational requirements
Responding to and reporting on customer feedback
Underpinning Knowledge *
* At this level the learner must demonstrate some relevant theoretical knowledge.
The 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
Knowledge of the principles of excellent customer service
Understanding the organisation's business structure, products and services
Understanding the organisation's policy and procedures for customer service including handling customer complaints
Knowledge of product and service standards and best practice models
Understanding the principles of quality assurance
Understanding public relations and product promotion
Consultation methods, techniques and protocols
Techniques for dealing with customers, including customers with special needs
Underpinning Skills
Literacy skills to read and understand a variety of texts; prepare general information and papers according to target audience; spell with accuracy; use grammar and punctuation effectively as an aid to understanding
Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements, check for accuracy and consistency of information
Report writing skills to identify and elaborate on customer service strategies; assess information for relevance and accuracy; source additional information as required
Technology skills including the ability to select and use technology appropriate to a task
Problem solving skills to deal with customer enquiries or 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
Key Competency Levels
Collecting , analysing and organising information (Level 2) - to monitor and report on customer services
Communicating ideas and information (Level 2) - with customers on products and services
Planning and organising activities (Level 2) - to meet customer needs
Working with teams and others (Level 1) - in completing scheduled tasks
Using mathematical ideas and techniques (Level 1) - to determine service or product costs
Solving problems (Level 2) - to respond to customer enquiries or complaints
Using technology (Level 1) - to complete allocated tasks
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies
Range Statement
The Range Statement provides advice to interpret the scope and context of this unit of competency, 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 which may include :
award and enterprise agreements and relevant industrial instruments
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
relevant industry codes of practice
Customer needs and expectations may relate to :
advice or general information
specific information
further information
making an appointment
complaints
purchasing organisation's products and services
returning organisation's products and services
accuracy of information
fairness/politeness
prices/value
Appropriate interpersonal skills may include :
using appropriate body language
summarising and paraphrasing to check understanding of customer's message
providing an opportunity for the customer to confirm their request
seeking feedback from the customer to confirm understanding of needs
questioning to clarify and confirm the customer's needs
listening actively to what the customer is communicating
Customers can be :
internal or external
other agencies
individual members of the organisation
corporate customers
individual members of the public
Organisational requirements may include :
quality assurances and/or procedures manuals
goals, objectives, plans, systems and processes
legal and organisational policy/guidelines and requirements
Occupational Health and Safety policies, procedures and programs
anti-discrimination and related policy
access and equity principles and practice
quality and continuous improvement processes and standards
defined resource parameters
who is responsible for products or services
pricing and discount policies
replacement and refund policy and procedures
payment and delivery options
Designated individuals may include :
supervisor
customers
colleagues
line management
Customers ' complaints may include :
damaged goods or goods not delivered
administrative errors such as incorrect invoices or prices
warehouse or store room errors such as incorrect product delivered
service errors
delivery errors
product not delivered on time
customer satisfaction with service quality
Customers with special needs may include :
disabilities
language
beliefs/values
religious/spiritual observances
gender, age
culture
age
Opportunities for enhancing quality of service or product may include :
procedures for delivery of goods
returns policy
system for recording complaints
extending timelines
packaging procedures
update of customer service charter
Verifiable evidence may include :
customer satisfaction questionnaires
audit documentation and reports
quality assurance data
returned goods
lapsed customers
service calls
complaints
The Range Statement provides advice to interpret the scope and context of this unit of competency, 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 which may include :
award and enterprise agreements and relevant industrial instruments
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
relevant industry codes of practice
Customer needs and expectations may relate to :
advice or general information
specific information
further information
making an appointment
complaints
purchasing organisation's products and services
returning organisation's products and services
accuracy of information
fairness/politeness
prices/value
Appropriate interpersonal skills may include :
using appropriate body language
summarising and paraphrasing to check understanding of customer's message
providing an opportunity for the customer to confirm their request
seeking feedback from the customer to confirm understanding of needs
questioning to clarify and confirm the customer's needs
listening actively to what the customer is communicating
Customers can be :
internal or external
other agencies
individual members of the organisation
corporate customers
individual members of the public
Organisational requirements may include :
quality assurances and/or procedures manuals
goals, objectives, plans, systems and processes
legal and organisational policy/guidelines and requirements
Occupational Health and Safety policies, procedures and programs
anti-discrimination and related policy
access and equity principles and practice
quality and continuous improvement processes and standards
defined resource parameters
who is responsible for products or services
pricing and discount policies
replacement and refund policy and procedures
payment and delivery options
Designated individuals may include :
supervisor
customers
colleagues
line management
Customers ' complaints may include :
damaged goods or goods not delivered
administrative errors such as incorrect invoices or prices
warehouse or store room errors such as incorrect product delivered
service errors
delivery errors
product not delivered on time
customer satisfaction with service quality
Customers with special needs may include :
disabilities
language
beliefs/values
religious/spiritual observances
gender, age
culture
age
Opportunities for enhancing quality of service or product may include :
procedures for delivery of goods
returns policy
system for recording complaints
extending timelines
packaging procedures
update of customer service charter
Verifiable evidence may include :
customer satisfaction questionnaires
audit documentation and reports
quality assurance data
returned goods
lapsed customers
service calls
complaints
Unit Sector(s)
Not applicable.
