Modification History
Not applicable.
Unit Descriptor
This unit involves the skills and knowledge required to identify and meet customer requirements in accordance with regulatory and organisational needs. It includes identifying customer needs, delivering a service to customers, and communicating customer needs with other members of the organisation. Licensing, legislative or certification requirements may be applicable to this unit. |
Application of the Unit
Work is performed under minimum supervision. It involves discretion and judgement for self and others in meeting customer and organisation needs. Work involves responsibility for the development of work plans and may include the provision of leadership of others, either individually or in teams. |
Licensing/Regulatory Information
Refer to Unit Descriptor.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1 Identify customers and determine their needs |
1.1 Customers and their needs are identified in accordance with business goals and shared objectives 1.2 Appropriate questioning and active listening are used to fully determine customer needs 1.3 Customer needs are assessed for urgency to identify priorities for service delivery 1.4 Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options 1.5 Personal limitations in addressing customer needs are identified and assistance is sought from designated persons where required |
2 Deliver service to customers |
2.1 Communication is undertaken with customers in a clear, concise and courteous manner 2.2 Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives 2.3 Where applicable, information and follow-up regarding problems and delays are provided within appropriate timeframes 2.4 Whenever possible, opportunities to enhance the quality of service are identified and acted upon |
3 Communicate to other members of the organisation |
3.1 Outcomes of customer service interactions are communicated to appropriate persons in the organisation 3.2 Feedback mechanisms are used to ensure continuous improvement of customer service outcomes |
Required Skills and Knowledge
REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit. |
Required knowledge: |
|
|
|
Required skills: |
|
|
|
|
|
|
|
|
|
Evidence Guide
EVIDENCE GUIDE |
|
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package. |
|
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
|
Context of and specific resources for assessment |
|
Method of assessment |
|
Range Statement
RANGE STATEMENT |
|
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. |
|
Customers may be: |
|
Depending on the type of organisation concerned and the local terminology used, organisational procedures may be known as: |
|
Information and documentation may include: |
|
Applicable regulations and legislation may include: |
|
Unit Sector(s)
Not applicable.
Competency Field
I – Customer Service