Application
This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.
It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Assist customer to articulate needs | 1.1 Ensure customer needs are fully explored, understood and agreed 1.2 Explain and match available services and products to customer needs 1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate |
2 Satisfy complex customer needs | 2.1 Explain possibilities for meeting customer needs 2.2 Assist customers to evaluate service and/or product options to satisfy their needs 2.3 Determine and prioritise preferred actions 2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner |
3 Manage networks to ensure customer needs are addressed | 3.1 Establish effective regular communication with customers 3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation 3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up 3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services 3.5 Maintain records of customer interaction in accordance with organisational procedures |
Evidence of Performance
Evidence of the ability to:
communicate effectively with customers including
helping customers to articulate their needs and evaluate options
explaining products/services and how they match customer needs
establishing regular communication
explaining customer rights and responsibilities
address customer’s needs
use organisational procedures to document customer satisfaction
develop and maintain networks to support meeting customer needs
identify potential difficulties in meeting customer needs and taking appropriate action.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
explain organisational procedures and standards for establishing and maintaining customer service relationships
describe informed consent
explain consumer rights and responsibilities
describe ways to establish effective regular communication with customers
outline details of products or services including with reference to:
possible alternative products and services
variations within a limited product and service range.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
office equipment and resources
business technology
organisational policies, procedures, quality systems, manuals and guidelines for customer management
examples of products/services and promotional strategies
case studies and, where possible, real situations
interaction with others.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.3, 2.2, 2.3, 2.4, 3.2, 3.3, 3.4, 3.5 | Interprets textual information obtained from a range of sources and determines how content may be applied to individuals and to organisational requirements |
Writing | 1.1, 3.1, 3.2, 3.3, 3.4, 3.5 | Prepares written reports, up-to-date procedures and other workplace documentation that communicate complex information clearly and effectively |
Oral Communication | 1.1, 1.2, 1.3, 2.1, 2.2, 3.1, 3.2 | Clearly |
Navigate the world of work | 3.5 | Recognises and applies organisational protocols and meets expectations associated with own work |
Interact with others | 1.1-1.3, 2.1, 2.2, 3.1, 3.2 | Selects and uses appropriate communication techniques to establish and maintain positive working relationships Establishes connections and shares information with others who can contribute to effective work outcomes |
Get the work done | 2.3, 2.4, 3.3-3.5 | Develops and implements plans for routine and non-routine tasks recognising the importance of aligning goals and expectations to achieve outcomes Recognises and takes responsibility for addressing predictable and non-predictable problems in own work context Uses digital systems to organise and store information relevant to own work |
Sectors
Stakeholder Relations – Customer Service