Elements and Performance Criteria

The Range of Variables explains the contexts within which the performance and knowledge requirements of this standard may be assessed. The scope of variables chosen in training and assessment requirements may depend on the work situations available.

Who may be a customer?
Customers may be either internal or external, and may include, but are not limited to customers with routine or special requests, regular and new customers, people from a range of social, cultural or ethnic backgrounds, people with varying physical and mental abilities.

What may be included in customer service standards?
Personal presentation requirements, response times/delivery times, protocols, quality specifications, pricing and refund policies, complaints procedures, referrals, customer feedback, quality assurance processes, stock control and record keeping requirements.

What may be included in enterprise policy and procedures?
Procedural manuals, product/service manuals, labels, instructions, quality systems, standards and guidelines.

What sort of customer complaints might arise?
Product quality or misunderstanding of its purpose, damaged goods, service dissatisfaction, price or quantity errors, incorrect invoices, delivery issues, product not delivered on time, manufacturers warranty or service.

What sort of networks may be relevant in this industry?
Relevant agricultural or horticultural manufacturers and suppliers, industry associations, internal and external customers, government agencies and departments, specific interest or support groups, advisory committees, lobby groups, and research bodies.

How may communication be maintained with customers?
Newsletters, special purchase offers, email, telephone, website, customer satisfaction surveys, reminder notices, demonstration of new equipment and/or materials, personal visits, workshops, promotional materials, exhibition of products at agricultural or horticultural shows.

What type of referrals may be made?
Supervisor, manufacturer/supplier or technical expert within or external to the enterprise.

Who may be a customer?
Customers may be either internal or external, and may include, but are not limited to customers with routine or special requests, regular and new customers, people from a range of social, cultural or ethnic backgrounds, people with varying physical and mental abilities.

What may be included in customer service standards?
Personal presentation requirements, response times/delivery times, protocols, quality specifications, pricing and refund policies, complaints procedures, referrals, customer feedback, quality assurance processes, stock control and record keeping requirements.

What may be included in enterprise policy and procedures?
Procedural manuals, product/service manuals, labels, instructions, quality systems, standards and guidelines.

What sort of customer complaints might arise?
Product quality or misunderstanding of its purpose, damaged goods, service dissatisfaction, price or quantity errors, incorrect invoices, delivery issues, product not delivered on time, manufacturers warranty or service.

What sort of networks may be relevant in this industry?
Relevant agricultural or horticultural manufacturers and suppliers, industry associations, internal and external customers, government agencies and departments, specific interest or support groups, advisory committees, lobby groups, and research bodies.

How may communication be maintained with customers?
Newsletters, special purchase offers, email, telephone, website, customer satisfaction surveys, reminder notices, demonstration of new equipment and/or materials, personal visits, workshops, promotional materials, exhibition of products at agricultural or horticultural shows.

What type of referrals may be made?
Supervisor, manufacturer/supplier or technical expert within or external to the enterprise.

What evidence is required to demonstrate competence for this standard as a whole?
Competence in co-ordinating customer service and networking activities requires evidence of the ability to identify the customer service requirements and to ensure they are delivered to standard and in an appropriate time frame, contribute to the development and implementation of improved procedures, and develop and maintain networks to ensure the delivery of quality customer service.
The skills and knowledge required to co-ordinating customer service and networking activities must be transferable to a different work environment. This competency may be expected to apply to a person who is a merchandise manager or department manager who has some responsibility for the implementation of customer service systems and procedures within an agricultural or horticultural merchandise setting. These settings could be urban and/or rural work environments in small, medium or large multi purpose or specialist businesses.
What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

legislative and regulatory requirements may include but are not limited to: Consumer Law, Environmental Law, OHS, Privacy Legislation, Codes of Conducts, Discrimination/Equal Employment Opportunity, Harassment and other laws specific to local government, State and Federal legislation
the organisation's business structure, products and services
customer service systems/procedures including the continuous quality improvement framework, together with some knowledge of the customer population and how the system applies to delivering customer service to that customer population
the principles of customer service
the principles of effective communication in relation to listening, questioning and non-verbal communication
the individual's role in delivering customer service
techniques for dealing with customers with special needs
techniques for building relationships of trust and mutually acceptable outcomes
related organisations, agencies and networks
the principles and operations of networks.

What specific skills are needed to achieve the performance criteria?
To achieve the performance criteria, appropriate literacy and numeracy levels as well as some complementary skills are required.

Effective communication techniques may include but are not limited to:

active listening
using open and/or closed questions
speaking clearly and concisely
using appropriate language and tone of voice
giving customers full attention
maintaining eye-contact (for face-to-face interactions)
non-verbal communication e.g., body language, personal presentation (for face-to-face interactions)
negotiation skills to achieve mutually acceptable outcomes
interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds
clear, legible writing
language skills which allow for adequate communication with customer and all relevant personnel
literacy skills to the level required to read and write procedures and reports
numeracy skills to the level required to develop and implement customer service procedures.

Are there other competency standards that could be assessed with this one?
This competency standard
This unit requires significant interactions with others in the workplace and so it may be appropriate to assess it in conjunction with appropriate teamwork, team leading and/or interpersonal skills units of competency.

Essential Assessment Information
There is essential information about
Where practical, this unit should be assessed in an integrated fashion with other appropriate units.
This unit has skill and knowledge components and it is expected that assessment will be a combination of practical assessment (i.e. workplace-based or by simulation), supported by questioning to assess knowledge, or alternatively 'project' type assessment may be valid.
Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. Questioning may occur in the work environment, or other suitable room such as an office, classroom or lunchroom.
Where questions, case studies/scenarios form part of the assessment, a bank of relevant material will be required.
Generally no other special resources will be required.

What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

legislative and regulatory requirements may include but are not limited to: Consumer Law, Environmental Law, OHS, Privacy Legislation, Codes of Conducts, Discrimination/Equal Employment Opportunity, Harassment and other laws specific to local government, State and Federal legislation
the organisation's business structure, products and services
customer service systems/procedures including the continuous quality improvement framework, together with some knowledge of the customer population and how the system applies to delivering customer service to that customer population
the principles of customer service
the principles of effective communication in relation to listening, questioning and non-verbal communication
the individual's role in delivering customer service
techniques for dealing with customers with special needs
techniques for building relationships of trust and mutually acceptable outcomes
related organisations, agencies and networks
the principles and operations of networks.

What specific skills are needed to achieve the performance criteria?
To achieve the performance criteria, appropriate literacy and numeracy levels as well as some complementary skills are required.

Effective communication techniques may include but are not limited to:

active listening
using open and/or closed questions
speaking clearly and concisely
using appropriate language and tone of voice
giving customers full attention
maintaining eye-contact (for face-to-face interactions)
non-verbal communication e.g., body language, personal presentation (for face-to-face interactions)
negotiation skills to achieve mutually acceptable outcomes
interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds
clear, legible writing
language skills which allow for adequate communication with customer and all relevant personnel
literacy skills to the level required to read and write procedures and reports
numeracy skills to the level required to develop and implement customer service procedures.

Are there other competency standards that could be assessed with this one?
This competency standard
This unit requires significant interactions with others in the workplace and so it may be appropriate to assess it in conjunction with appropriate teamwork, team leading and/or interpersonal skills units of competency.

Essential Assessment Information
There is essential information about
Where practical, this unit should be assessed in an integrated fashion with other appropriate units.
This unit has skill and knowledge components and it is expected that assessment will be a combination of practical assessment (i.e. workplace-based or by simulation), supported by questioning to assess knowledge, or alternatively 'project' type assessment may be valid.
Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. Questioning may occur in the work environment, or other suitable room such as an office, classroom or lunchroom.
Where questions, case studies/scenarios form part of the assessment, a bank of relevant material will be required.
Generally no other special resources will be required.

There are a number of processes that are learnt throughout work and life, which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this competency standard. Following each question a number in brackets indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process and 3 = perform, administer and design the process.
Communicating ideas and information
By informing customers of products and services. (2)

Communicating ideas and information
By informing customers of products and services. (2)

Collecting analysing and organising information
By monitoring customer feedback and adjusting customer service standards in response to it. (2)

Collecting analysing and organising information
By monitoring customer feedback and adjusting customer service standards in response to it. (2)

Planning and organising activities
By implementing a continuous quality improvement program. (2)

Planning and organising activities
By implementing a continuous quality improvement program. (2)

Working with others and in teams
Working with other staff or family members to co-ordinate customer service. (2)

Working with others and in teams
Working with other staff or family members to co-ordinate customer service. (2)

Using mathematical ideas and techniques
Pricing and refund policies. (1)

Using mathematical ideas and techniques
Pricing and refund policies. (1)

Solving problems
To be able to manage contingencies. (2)

Solving problems
To be able to manage contingencies. (2)

Using technology
Database for recording customer contact details and analysing feedback. (1)

Using technology
Database for recording customer contact details and analysing feedback. (1)