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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. Project positive organisational image
   • Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction
   • Follow organisation’s standards and philosophy regarding presentation at all times
2. Identify customer needs and expectations
   • Clarify customers’ needs and expectations
   • Identify and consider special requirements of customers when providing service
3. Provide customer service
   • Provide information based on knowledge of products and/or services to satisfy customer needs
   • Source information if not immediately available and/or refer customers to appropriate personnel
   • Seek confirmation from customers that needs and, where practical, expectations have been met
   • Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met
4. Maintain customer confidentiality
   • Discuss customer related business only in context of workplace
   • Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation

Performance Evidence

Evidence of the ability to:

communicate effectively with customers to determine and satisfy their needs, giving consideration to any special requirements

apply knowledge of products and services using a range of communication skills to interact with customers and provide good service

follow organisational policy and procedures, and relevant legislative requirements relating to privacy and confidentiality

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe the purpose and application of customer service principles and practice

identify and interpret the key requirements of relevant legislation covering consumer rights and service, privacy and the delivery of financial services

describe the organisation’s key products and services

describe key features of organisational policy, procedures and protocols that impact on delivering a professional service to customers

discuss the scope of capacity to offer advice on financial products and services, and their benefits and applications within the requirements of relevant legislation

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