Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the Performance Criteria, is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs if the candidate, accessibility of the item, and local industry and regional contexts.
Plans, policies and procedures may include:
specific documents relating to customer service:
service standards
dispute resolution processes
general organisational documentation:
mission statements
vision statements
strategic and annual plans
Processes for handling customer queries, complaints and disputes may require:
interaction and communication with other employees and other authorities including the appropriate referral of problems for resolution that are outside the scope of the officer's level of responsibility
implementation of reporting procedures that may also include procedures for the implementation of by-laws, organisational policies and statutory requirements
access to appropriate records on hard copy or software systems
Effective communication techniques include:
verbal or non-verbal language
two-way interaction
constructive feedback
active listening
questioning to clarify and confirm understanding
interpreting non-verbal and verbal messages
observation techniques
use of positive, confident and co-operative language
control of tone of voice and body language
use of language and concepts appropriate to cultural differences
use of clear presentations of options and consequences
demonstrating flexibility and willingness to negotiate
Documentation that may be used or accessed includes:
complaints handling forms
work site records
customer, interdepartmental or other organisation's correspondence

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for the Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The candidate should demonstrate the ability to respond effectively to the needs of internal and external customers including:
communicating effectively with internal and external customers according to organisational procedures and standards
preparing resources and planning work to meet customer requirements
managing and reporting customer complaints according to organisational procedures
reviewing customer service and customer satisfaction
contributing to improvements in customer service standards
Context of and specific resources for assessment
Access to the workplace and resources including:
documentation that should normally be available in a water industry organisation
relevant codes, standards, and government regulations
Where applicable, physical resources should include equipment modified for people with disabilities.
Access must be provided to appropriate learning and/or assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.
Validity and sufficiency of evidence requires that:
competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace
where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice
a decision of competence only taken at the point when the assessor has complete confidence in the person's competence over time and in various contexts
all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence
where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be authenticated and show that it represents competency demonstrated over a period of time
assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit
In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in a manner appropriate to the skill levels of the operator, any cultural issues that may affect responses to the questions, and reflecting the requirements of the competency and the work being performed.