Application
This unit describes the skills and knowledge required to deliver aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products, and processing customer feedback.
The unit applies to those who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
1. Establish contact with customers | 1.1 Greet customers according to organisational requirements 1.2 Share relevant information with customers 1.3 Identify and respond to specific customer requirements 1.4 Express interest in customer needs and develop rapport with customer |
2. Identify customer needs | 2.1 Ask questions to identify customer needs 2.2 Assess customer needs for urgency and identify priorities for service delivery 2.3 Provide customer with information about available options 2.4 Assess limitations in addressing customer needs and seek assistance from designated persons, where required |
3. Provide service to customers | 3.1 Confirm details of service and delivery with customer according to organisational requirements 3.2 Convey information regarding problems and delays, and follow 3.3 Identify opportunities to enhance the quality of service and products, and take action to improve the service |
4. Process customer feedback | 4.1 Seek customer feedback and handle according to organisational and legislative requirements 4.2 Record feedback and communication between customer and the organisation according to organisational requirements 4.3 Identify any unmet customer needs and discuss suitability of alternative products or services 4.4 Encourage customers to maintain contact with organisation for future needs |
Evidence of Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
workplace documents, and organisational policies and procedures for customer service
examples of customer complaints and feedback.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
Reading | Identifies requirements from organisational policy and procedure documents Interprets product and service information in a range of formats to provide customer advice |
Writing | Records customer information according to organisational requirements |
Oral communication | Provides information and advice using structure and language to suit the audience Asks questions and listens to gain information and confirm understanding |
Planning and organising | Follows organisational procedures and practices relevant to own role |
Teamwork | Uses accepted communication practices to establish connections, build rapport and develop professional working relationships Adjusts personal communication style in response to the opinions, values and needs of others |
Initiative and enterprise | Identifies opportunities to enhance work practices and outcomes |
Problem solving | Addresses routine problems in familiar work contexts |
Sectors
Business Competence – Business Operations