Work may be undertaken in various contexts within the transport and distribution industry.

The unit generally applies to those who provide leadership of others individually or in teams.

This unit is normally packaged at AQF V or above.

ELEMENT

PERFORMANCE CRITERIA

1Plan to meet internal and external customer requirements

1.1 The needs of customers are researched, understood and assessed, and included in the planning process

1.2 Provision is made in plans to achieve the quality, time and cost specifications agreed with customers

2Ensure delivery of quality products/services

2.1 Products/services are delivered to customer specifications within the team's/organisation's business plan

2.2 Individual/team performance consistently meets quality, safety, resource and delivery standards

2.3 Coaching and mentoring assist colleagues to overcome difficulty in meeting customer service standards

2.4 Resources are used effectively and efficiently to provide quality products/services to customers

3Monitor, adjust and report customer service

3.1 The organisation's systems and technology are used to monitor progress in achieving product/service targets and standards

3.2 Customer feedback is sought and used to improve the provision of products/services

3.3 Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups

3.4 Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

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 OH&S and environmental procedures and regulations

Organisational policies, principles, codes and performance standards

Risk management as it relates to dealings with customers, and managing potential fall-out 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 and/or other simulated practical and knowledge assessment, and/or

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 written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Appropriate systems may include:

quality management

customer feedback/response

Customer service standards and plans may include:

response times/delivery times

protocols to which staff are trained to provide consistent quality service

quality specifications

Documentation and records may include:

quality assurance procedures

emergency procedures

customer surveys, lists of complaints, reports from staff in relation to customers

Applicable legislation and regulations may include:

Australian legislation, regulations and codes of practice, including consumer protection legislation

workplace relations regulations

This unit contains employability skills.