Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Obtain details of customer and nature of enquiry

1.1 Clarify nature of enquiry and obtain all details

1.2 Identify and confirm whether enquiry is within scope of responsibility or authority area

1.3 Decide whether enquiry can be satisfied immediately or further investigation is needed, and inform customer

1.4 Provide a response in accordance with organisational procedures if enquiry can be answered directly

1.5 Provide explanation to customer if further investigation required and agree on timeframe for follow up

1.6 Obtain customer details

2. Research information relevant to enquiry

2.1 Identify sources of information so that appropriate response can be provided within authority levels

2.2 Obtain, organise and analyse information to provide an accurate and satisfactory response

3. Determine suitable response to enquiry

3.1 Prepare response in line with organisational procedures, guidelines and authorities, and within accepted timeframe

3.2 Provide a comprehensive, clear response, delivered in most appropriate form and within agreed timeframe

4. Communicate information to customer

4.1 Provide written or oral responses in clear, simple and easy to understand language

4.2 Treat customers courteously and encourage an ongoing relationship

4.3 Consider and take into account customers’ special needs

4.4 Attend promptly to any further queries from customers

4.5 Undertake checks and/or follow up to ensure that response satisfies customer needs

5. Update relevant records

5.1 Collect information on nature and frequency of enquiries for evaluation

5.2 Record details of enquiry as required by organisational procedures

Skill 

Performance Criteria 

Description 

Reading

1.1, 1.4, 2.1, 2.2, 3.1, 4.4, 4.5, 5.1, 5.2

• Interprets and analyses information from a range of texts including customer communication, organisational documentation and legislation

Writing

1.2, 1.4, 1.5, 1.6, 2.2, 3.1, 3.2, 4.1, 4.5, 5.1, 5.2

• Prepares documentation and correspondence according to organisational formats using clear language and correct grammar, spelling and terminology

Oral Communication

1.1-1.6, 3.2, 4.1, 4.5

• Speaks clearly using tone and pace appropriate for the audience and purpose
• Uses questioning and active listening skills to check understanding

Numeracy

1.5, 2.1, 2.2, 5.1

• Interprets and comprehends a range of mathematical information that is embedded in familiar and routine texts

Navigate the world of work

1.2, 1.4, 2.1, 3.1, 5.2

• Understands roles and responsibilities of own role and makes basic decisions on work completion parameters
• Follows organisational policy, procedures and protocols, and legislative requirements relevant to own role

Interact with others

1.1-1.6, 3.2, 4.1-4.5

• Follows accepted communication practices and protocols, adjusting personal communication style in response to the values, beliefs and cultural expectations of others

Get the work done

1.1-1.6, 2.1, 2.2, 3.1, 3.2, 4.4, 4.5, 5.1, 5.2

• Plans and implements routine tasks and workload, making limited decisions on sequencing and timing
• Responds to predictable routine customer service problems and implements standard or logical solutions
• Uses the main features and functions of digital tools to complete work tasks and access information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSCUS301 Respond to customer enquiries

FNSCUS301A Respond to customer enquiries

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.