The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Prepares plans to meet customer needs
Provides quality service consistently
Reviews and improves services following feedback
Reports outcomes of customer service
Underpinning Knowledge*
* At this level the learner must demonstrate understanding of a broad knowledge base incorporating theoretical concepts, with substantial depth in some areas.
Underpinning knowledge relates to the essential knowledge and understanding a person needs to perform work to the required standard
Relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
The organisation's policies and procedures for dealing with customers
The principles and techniques of:
researching customer needs
customer relations
customer behaviour
problem identification and resolution
maintaining product/service quality
Underpinning Skills
Functional literacy skills to access and use workplace information
Communication skills including researching and analysing information, reporting
Planning and organising skills to meet work priorities
Work effectively in and with teams/groups
Problem-solving skills to deal with complex and non-routine difficulties
Select and use technology skills at the appropriate level
Use coaching and mentoring skills to provide support to colleagues
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the business services common competencies for the particular AQF level. Refer to the Key Competencies Levels at the end of this unit
Key Competency Levels
Collecting, analysing and organising information (Level 2)- to be used in planning to meet customer needs
Communicating ideas and information (Level 2)- with customers
Planning and organising activities (Level 3) - to achieve customer specifications
Working with teams and others (Level 3) - to provide quality service to customers
Using mathematical ideas and techniques (Level 2)- to calculate the outcome of adjustments to customer service
Solving problems (Level 2)- to identify and resolve deficiencies in customer service
Using technology (Level 2)- to assist the management of customer information
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies
The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Prepares plans to meet customer needs
Provides quality service consistently
Reviews and improves services following feedback
Reports outcomes of customer service
Underpinning Knowledge*
* At this level the learner must demonstrate understanding of a broad knowledge base incorporating theoretical concepts, with substantial depth in some areas.
Underpinning knowledge relates to the essential knowledge and understanding a person needs to perform work to the required standard
Relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
The organisation's policies and procedures for dealing with customers
The principles and techniques of:
researching customer needs
customer relations
customer behaviour
problem identification and resolution
maintaining product/service quality
Underpinning Skills
Functional literacy skills to access and use workplace information
Communication skills including researching and analysing information, reporting
Planning and organising skills to meet work priorities
Work effectively in and with teams/groups
Problem-solving skills to deal with complex and non-routine difficulties
Select and use technology skills at the appropriate level
Use coaching and mentoring skills to provide support to colleagues
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the business services common competencies for the particular AQF level. Refer to the Key Competencies Levels at the end of this unit
Key Competency Levels
Collecting, analysing and organising information (Level 2)- to be used in planning to meet customer needs
Communicating ideas and information (Level 2)- with customers
Planning and organising activities (Level 3) - to achieve customer specifications
Working with teams and others (Level 3) - to provide quality service to customers
Using mathematical ideas and techniques (Level 2)- to calculate the outcome of adjustments to customer service
Solving problems (Level 2)- to identify and resolve deficiencies in customer service
Using technology (Level 2)- to assist the management of customer information
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies