Unit of competency
Modification History
Release 1.
Revised unit of competency replacing superseded non-equivalent CPPCMN2003A Provide effective client service.
This version first released with CPP Property Services Training Package Version 3.
Application
This unit of competency specifies the outcomes required to establish client relationships, and identify and meet client needs through the delivery of services or by providing information and advice on products and services.
The unit supports those who work alone or in teams. It applies in a range of work sites, and to new or repeat client encounters, either on company or client premises.
No licensing, legislative, regulatory, or certification requirements apply to this unit of competency at the time of endorsement.
Pre-requisite Unit
Nil
Unit Sector
Common
Elements and Performance Criteria
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. |
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1. |
Identify and confirm client needs. |
1.1. |
Client is greeted according to company requirements and initial information regarding required products or services is obtained. |
1.2. |
Client requests are analysed and confirmed with client or others where necessary. |
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1.3. |
Personal limitations are identified while assessing client needs, and assistance is sought from others where required according to company requirements. |
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2. |
Confirm agreed products or services. |
2.1. |
Current sales brochures and product or service information are provided to client according to company requirements. |
2.2. |
Product or service features and benefits are communicated to client according to company requirements and established communication channels. |
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2.3. |
Client requests for further information or explanation are responded to accurately and clearly. |
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2.4. |
Agreement to provide product or service is established with client, and service level agreement, including costs and timelines, and legislative requirements, are discussed and agreed with client according to company requirements. |
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3. |
Deliver products or services to client. |
3.1. |
Human resources required to provide agreed client products or services are identified, briefed and coordinated. |
3.2. |
Client products or services are provided within agreed timelines and according to company requirements. |
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3.3. |
Requests to provide products or services outside agreed client service agreement are directed to designated personnel and actioned as required. |
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3.4. |
Alternative arrangements are negotiated with clients when commitments cannot be met, according to workplace procedures and company requirements. |
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4. |
Respond to client feedback. |
4.1. |
Client feedback is received and responded to within agreed timelines and according to company customer service standards and service requirements. |
4.2. |
Opportunities to improve product or service delivery are identified and discussed with designated personnel. |
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4.3. |
Complaints are received and responded to within specified timeframes according to company complaints handling procedures. |
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4.4. |
Improvements to product or service delivery are communicated to clients. |
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria. |
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Skill |
Performance feature |
Learning skills to: |
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Numeracy skills to: |
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Oral communication skills to: |
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Reading skills to: |
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Writing skills to: |
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Unit Mapping Information
No equivalent unit.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=6f3f9672-30e8-4835-b348-205dfcf13d9b