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. Project positive organisational image

1.1 Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction

1.2 Follow organisation’s standards and philosophy regarding presentation at all times

2. Identify customer needs and expectations

2.1 Clarify customers’ needs and expectations

2.2 Identify and consider special requirements of customers when providing service

3. Provide customer service

3.1 Provide information based on knowledge of products and/or services to satisfy customer needs

3.2 Source information if not immediately available and/or refer customers to appropriate personnel

3.3 Seek confirmation from customers that needs and, where practical, expectations have been met

3.4 Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met

4. Maintain customer confidentiality

4.1 Discuss customer related business only in context of workplace

4.2 Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation

Skill 

Performance Criteria 

Description 

Reading

1.1, 1.2, 2.1, 2.2, 3.1, 3.2, 3.3, 4.2

• Synthesises information from multiple sources and integrates prior knowledge with new information
• Comprehends relevant legislation, regulation, codes of practice and organisational procedures

Writing

1.1, 2.1, 3.1, 3.3, 3.4

• Provides advice and information clearly, succinctly and accurately and in a form that is appropriate to audience, cultural differences, context and purpose

Oral Communication

1.1, 1.2, 2.1, 2.2, 3.1, 3.2, 3.3, 4.1

• Clearly explains detailed information using language, tone and pace appropriate to audience
• Uses strategies such as questioning, active listening and reading of non-verbal cues to support effective communication

Numeracy

3.1, 3.2

• Comprehends and interprets numerical information embedded in financial organisation texts, products and/or services

Navigate the world of work

1.2, 4.1, 4.2

• Follows legislative requirements, and explicit and implicit organisational protocols, policy and procedures relevant to own role

Interact with others

1.1, 1.2, 2.1, 2.2, 3.1, 3.2, 3.3, 3.4, 4.1

• Selects and uses appropriate communication practices and protocols, adjusting personal communication style in response to the values, beliefs and cultural expectations of others
• Collaborates and cooperates with others to provide a professional service to customers

Get the work done

2.1, 2.2, 3.1, 3.2, 3.3, 3.4

• Applies problem-solving processes to address customer service issues
• Accesses and uses digital systems and tools to record and store relevant information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSCUS403 Deliver a professional service to customers

FNSCUS403A Deliver a professional service to customers

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.