Elements and Performance Criteria

Clients may be either internal or external and include
clients with routine or special requests
people from a range of social, cultural or ethnic backgrounds
people with varying physical and mental abilities
regular and new clients including but not limited to:
members of the public
business enterprises
government agencies
suppliers
team members.

Communication equipment may include
email
facsimile
Internet/Intranet applications
paging equipment
photocopiers
telephones.

Company requirements may include
code of ethics
company image
dress/uniform codes
legal and company policy/guidelines
legislation relevant to the work or service function
legislative and regulatory requirements including:
codes of conduct
consumer law
discrimination/equal employment opportunity
environmental law
harassment and other laws specific to local government, state and federal legislation
OHS
privacy legislation
OHS policies, procedures and programs
personnel practices and guidelines outlining work roles, responsibilities and delegations
quality systems, standards and guidelines
staff appearance and presentation.

Client contacts may include
answering the telephone
face-to-face interactions
interactions with team members.

Client needs may relate to
accuracy of information
advice or general information
making complaints/suggestions
purchasing products and services
specific requests.

Commitments may be
individually negotiated
negotiated in a team approach.

Communication techniques may include
active listening techniques
clear, legible writing
giving clients full attention
maintaining eye contact (for face-to-face interactions)
non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
speaking clearly and concisely
using appropriate language and tone of voice
using open and/or closed questions
verbal or written responses.

Information may be
contained in manufacturers' specifications or information
provided verbally
written e.g. product brochures.

Opportunities to enhance the quality of products and services may include procedures for
allocating appointments
communicating with clients
delivering products and services
responding to complaints or suggestions.

Product and service information may include
features and benefits of products/services
range of products/services available
supplier information.

Suggestions and complaints may include
administrative or financial errors
damaged goods
service or delivery errors.

Uniform may include
clothes with a company logo or overalls. Requirements for uniform type may depend on climate and seasonal changes.

Work groups may include
colleagues
line managers
supervisors.

Workplace procedures may include
assignment instructions
instructions from colleagues/supervisor/manager
personal protective equipment requirements
reporting and documentation requirements
specific client requirements.

Critical aspects of competency
Accurate identification of client needs through the use of appropriate interpersonal skills.
Deliver services and respond to client requirements by applying company policy and procedures in a timely and accurate manner.
Ability to clarify the needs and expectations of the client or explore alternative ways of satisfying their needs and expectations.
Detailed knowledge of products and services and the capacity to explain to clients the features and benefits of products and services.
Use effective communication techniques to enable rapport with clients to be established.
Use appropriate presentation techniques and follow company uniform policies in order to maintain a positive company/industry and self-image.
Establish a relationship with clients that engenders integrity and trust that will allow for the provision of effective client service to follow.

Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.
The range of possibilities of company products/services.
Company client service standards.
Importance of client service, good communication and an individual's role in delivering client service.
Client confidentiality provisions.
Client groups - internal and external.
Complaints handling procedures.
Effective communication techniques including summarising and clarifying.
Communication equipment procedures including reporting faults.
Company codes of conduct.
Uniform policies and procedures.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These relate to the ability to:


use communication skills that assist in identifying and meeting client needs including:

locating and using information
time management
use analytical skills to interpret and meet client needs
use flexibility to handle variations in client needs
use problem-solving skills
use language skills which allow for adequate communication with the client
use literacy skills to the level required to acquire the required product knowledge
use numeracy skills to the level required to interpret the client requirements and meet their needs
relate to people from a range of social, cultural and ethnic backgrounds.

Other units of competency that could be assessed with this unit
Where practical, this unit should be assessed in an integrated fashion with other appropriate units.
This unit could be assessed on its own or in combination with other competencies relevant to the job function.

Resources required to assess this unit

Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to the following:

a suitable work area or a simulated workplace environment that allows for demonstration of identifying client needs and delivering effective client service
products and information utilised in the provision of client service
client service manuals and other relevant organisational documentation
assessment documentation forms and record books.

Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations that may include client/workplace interruptions and involvement in related activities normally experienced in the workplace.
This unit is essentially skills-based and it is expected that assessment will be largely practical (i.e. workplace-based or by simulation) in nature, supported by questioning to assess product knowledge.
Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in company OHS policies and procedures. Assessment requires that client inquiries meet the objectives of the company and industry expectations in the particular company requirement.

Communicating ideas and information
Interpret and analyse client needs against available company products and services. (2)

Collecting analysing and organising information
Identify the client needs and recommend acceptable alternatives to the client. (2)

Planning and organising activities
Organise work tasks and rescheduling according to client requirements. (2)

Working with others and in teams
Share experiences with difficult clients and discuss possible solutions. (1)

Using mathematical ideas and techniques
Calculate product and service pricing. (1)

Solving problems
Develop acceptable solutions and deliver that service to standard and in an appropriate timeframe. Identify where client requirements can and cannot be met and suggest alternatives. (2)

Using technology
Store and retrieve client and product information and effectively utilise electronic communication equipment in line with company requirements. (2)