2.4, 3.2 Uses pace, intonation, intelligible pronunciation and listening and questioning techniques to interact effectively with others Task 2, 3 Numer acy 2.2 Recognises and interprets numerical information and performs calculations on familiar mathematical information Task 2, 3 Navig ate the world of work 1.2, 2.3, 3.1, 3.2 Recognises and applies organisational protocols and meets expectations associated with own work Task 2, 3 Intera ct with other s 1.1, 1.3, 2.1, 2.4, 3.2, 3.3 Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role Uses a range of strategies to establish a sense of connection and build rapport with customers Collaborates with others contributing knowledge Task 2, 3
and skills to achieve joint outcomes Get the work done 1.2, 1.4, 2.3, 3.1- 3.4 Applies formal and logical processes when planning and implementing tasks Applies standard procedures when responding to familiar problems within own work context Uses digital technologies to access, organise, present and store information relevant to own role Task 2, 3 Performance Evidence
Evidence of the ability to: identify the needs and priorities of the organisation in delivering services to customers Task 2 diagnose problems in delivery of customer service Task 2 respond to and report on customer feedback and complaints Task 2, 3 review client satisfaction using verifiable data Task 2 consult and communicate effectively with relevant people Task 2, 3, develop and implement strategies and methods to improve customer service delivery including: budgeting promotion to staff documentation and follow up. Task 3 Note: If a specific volume or frequency is not stated, then evidence must be provided at least once. Knowledge Evidence To complete the unit requirements safely and effectively, the individual must: outline the principles of customer service Task 1 explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction Task 1 explain the organisational business structure, products and services related to customer service Task 1 describe product and service standards and best practice models. Task 1 Assessment Conditions Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to: office equipment- YES business technology- YES organisational policies and procedures for customer service- YES examples of customer complaints and feedback- YES client satisfaction data- YES case studies and, where possible, real situations- YES interaction with others.- YES Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.