Application
This unit of competency defines the skills and knowledge required to provide comprehensive assistance to customers. It includes identifying a customer's relationship to the enterprise and determining how service could be improved.
Applications of this unit would typically be found in warehouses, service and design departments, and relate to internal or external customers, across a range of products and services. This may include the taking of one-off or special orders requiring detailed descriptions, the handling of complaints referred for more detailed assistance than the initial point of contact, and work as a designated liaison officer.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Band: B
Unit Weight: 2
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. | ||
1 | Identify customer relationship to enterprise | 1.1 | Follow standard operating procedures and comply with work, health and safety (WHS) requirements at all times |
1.2 | Identify customer as a new or repeat customer | ||
1.3 | Obtain and check formal customer identification details for repeat customers and access information according to workplace procedures | ||
1.4 | Capture information on new customers according to workplace procedures | ||
2 | Identify customer requirements | 2.1 | Identify customer requirements from order or other verbal or written communication |
2.2 | Apply product knowledge to answer and address customer questions and support informed purchase decision | ||
2.3 | Communicate clearly the degree to which customer requirements can be met | ||
2.4 | Propose alternatives for any inability to completely satisfy customer requirements | ||
2.5 | Use communication skills to provide positive customer experience | ||
3 | Action customer requirements | 3.1 | Undertake appropriate action to implement customer requirements |
3.2 | Record customer requirements not able to be met immediately, and undertake follow-up checks according to procedures | ||
3.3 | Communicate with customers to inform of service progress or completion, according to workplace procedures | ||
4 | Address customer complaints | 4.1 | Apply active listening skills and receive complaint information to ensure a thorough understanding of customer complaint |
4.2 | Determine source of complaint or issue and report to relevant personnel | ||
4.3 | Determine process for resolving complaint and confirm with customer | ||
4.4 | Action process and maintain communication with customer until completion | ||
4.5 | Assess effectiveness of resolution and report or record outcomes according to work procedures | ||
5 | Promote better customer service | 5.1 | Record products and services provided to customer, and any other customer information that can help to improve future relations |
5.2 | Assess customer service provided and identify and report opportunities for improvement | ||
Foundation Skills
This section describes those required skills (reading, writing, oral communication and numeracy) that are essential to workplace performance in this unit of competency.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. | |
Customer liaison includes using one (1) or more of the following: | telephone written forms face-to-face contact digital/electronic tools |
Customer requirements include one (1) or more of the following: | price delivery date quantity quality specifications |
Communication skills include one (1) or more of the following: | active listening asking and answering questions appropriate body language plain English politeness assertiveness building rapport calmness patience empathy effective verbal communication clarifying/checking meaning addressing/minimising communication barriers |
Appropriate actions to implement customer requirements include one (1) or more of the following: | filling or entering order corrective action to resolve complaints repair or service to customer equipment |
Sources of complaint or issue include one (1) or more of the following: | damaged goods poor service delayed delivery goods not received incorrect specifications difficult customer |
Processes for resolving complaint include one (1) or more of the following: | replacement repair price reduction providing additional or improved service explanation apology referral to appropriate personnel or other supplier suggest alternative product / service |
Customer relationships include one (1) or more of the following: | internal external repeat one-off new established significance in terms of purchase size, length of association, company status and relationship previous history special service requirements or conditions reciprocal arrangements supply chain relationship |
Opportunities for improving customer service include one (1) or more of the following: | new documentation new communication system improvements delivery improvements product or service improvements |
Competency Field
Communication