Application
This unit describes the performance outcomes, skills and knowledge required to provide customers with information and assistance on facilities, products and services.
The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information and assistance are often provided face-to-face, but may be by telephone or other remote mechanisms.
Customer service personnel working under supervision undertake this function, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work, e.g. animal handlers in a zoo or technicians in a theatre.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Access and update information. | 1.1.Source and access information on facilities, products and services. 1.2.Incorporate information into day-to-day work activities. 1.3.Share information with colleagues to support the efficiency and quality of service. 1.4.Identify and use opportunities to update and maintain facility, product and service knowledge. |
2. Assist customers. | 2.1.Proactively identify information and assistance needs of customers, including those with special needs. 2.2.Provide accurate information in a clear, courteous and culturally appropriate way. 2.3.Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues. 2.4.Identify and use opportunities to promote internal products and services. |
3. Seek feedback on services. | 3.1.Proactively seek customer feedback on facilities, products and services. 3.2.Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation. 3.3.Provide information on customer feedback to relevant colleagues. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
provide current, accurate and relevant information and assistance about organisational facilities, products and services to three different customers on three different occasions
provide above information and assistance in a culturally appropriate manner and according to customer service standards
maintain and extend personal knowledge of relevant facilities, products and services
seek informal feedback from customers on above activities.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
sources of information, advice and referral on organisational facilities, products and services
details of organisational facilities, products and services:
access
cloaking
direction or location of facilities
facilities for those with special needs
food and beverages
new activities, events and procedures
opening hours
operational changes
pricing
promotional activities
ticket sales
times of activities or events
organisational service procedures and standards
relevant legislation relating to customer service:
Australian consumer law
equal employment opportunity
work health and safety
promotions
organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:
communication protocols
complaint procedures
customer service procedures
reporting procedures
personal presentation
privacy
record-keeping procedures
communication mediums required to provide service to clients and colleagues
conflict-resolution strategies
awareness of customs and practices of various social and cultural groups within Australia to assist with meeting client needs and expectations in regards to:
modes of greeting, farewelling and conversation
body language and body gestures
formality of language
clothing
services and products within the organisation that may be suited to particular clients
principles and benefits of enhanced customer service experiences and positive communication.
Assessment Conditions
Skills must be demonstrated in an operational customer service environment in a service based industry such as tourism, travel, hospitality or events. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
business equipment:
computers
telephones
sources of information on facilities and services
organisational specifications for customer service standards
customers from different cultural backgrounds with whom the individual can interact; these can be:
customers in an industry workplace during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | interpret sometimes detailed information on predictable customer requests. |
Writing skills to: | record brief notes and basic information. |
Oral communication skills to: | listen and respond to diverse customer requests, asking questions to clarify and confirm. |
Learning skills to: | review own knowledge of information required to assist customers and participate in activities that continuously update it. |
Range Statement
Specifies 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. Range is restricted to essential operating conditions and any other variables essential to the work environment. | |
Opportunities to update and maintain facility, product and service knowledge must include: | discussions with colleagues internal newsletters leaflets and brochures staff noticeboards team meetings. |
Sectors
Cross-Sector
Competency Field
Client and Customer Service