REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Relevant sections of national and state or territory regulatory requirements and codes of practice such as consumer protection legislation

Relevant OHampS and environmental procedures and regulations

Organisational policies principles codes and performance standards

Risk management as it relates to dealings with customers and managing potential fallout from poor customer service

Performance management systems used in the organisation

Quality management systems

Requirements for completing relevant documentation such as reports of customer complaints and resolutions

Steps involved in planning the work activities

Required skills

Communicate and consult with others to ensure excellent customer service is modelled to staff and that customer issues are resolved

Prepare reports to develop and disseminate information on customer service performance

Interpret and follow operational instructions and prioritise work

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Deal effectively with unplanned events such as a change in the volume of customer enquiries

Monitor work activities in terms of planned schedule particularly in line with agreed time and quality standards

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies andor other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials and equipment and

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through activities in an appropriately simulated environment at the registered training organisation andor

in an appropriate range of situations in the workplace

Appropriate systems may include:

Customer service standards and plans may include:

Documentation and records may include:

Applicable legislation and regulations may include: