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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Establish contact with customers
   • Greet customers according to organisational requirements
   • Share relevant information with customers
   • Identify and respond to specific customer requirements
   • Express interest in customer needs and develop rapport with customer
2. Identify customer needs
   • Ask questions to identify customer needs
   • Assess customer needs for urgency and identify priorities for service delivery
   • Provide customer with information about available options
   • Assess limitations in addressing customer needs and seek assistance from designated persons, where required
3. Provide service to customers
   • Confirm details of service and delivery with customer according to organisational requirements
   • Convey information regarding problems and delays, and followup within appropriate timeframes, where required
   • Identify opportunities to enhance the quality of service and products, and take action to improve the service
4. Process customer feedback
   • Seek customer feedback and handle according to organisational and legislative requirements
   • Record feedback and communication between customer and the organisation according to organisational requirements
   • Identify any unmet customer needs and discuss suitability of alternative products or services
   • Encourage customers to maintain contact with organisation for future needs

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

deliver a service to at least three different customers.

In the course of the above, the candidate must:

greet the customer and establish rapport according to organisational requirements

identify customer needs using interpersonal skills

provide prompt service to address customer needs

identify and follow up opportunities to increase the quality of service and products

respond to and record all customer feedback according to organisational standards, policies and procedures.

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Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

key provisions of customer service legislation and consumer law

requirements for responding to the needs of customers from a diverse background

workplace organisational policies and procedures relating to customer service and the customer service process.

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