Address customer needs

TDTGCSO06A

Address customer needs

Unit Descriptor

This unit involves the skills and knowledge required to manage ongoing relationships with a customer (i.e. the customer relationship will typically involve interacting with the customer a number of times over an extended period). Such relationships are of a more complex nature where the worker needs to explore with the customer what outcomes are possible and may best promote satisfaction. It also requires the worker to be familiar with a product/service that varies widely and is capable of significant customisation. The nature of the service/product delivery needs to be explored/negotiated with the customer. This unit is identical to the cross-industry guideline unit GCSO06A with the same title.

ELEMENT	PERFORMANCE CRITERIA
1 . Assist customer to articulate needs	Customer needs are fully explored, understood and agreed Available services/products are explained and matched to customer needs The rights and responsibilities of customers are identified and effectively communicated to the customer as appropriate
2 . Satisfy complex customer needs	Possibilities for meeting customer needs are explained Customers are assisted to evaluate service/product options to satisfy their needs Preferred action is determined and prioritised Potential areas of difficulty in customer service delivery are identified, and appropriate actions are taken in a positive manner

Key Competency	Examples of Application	Performance Level
How can information be collected, analysed and organised?		3
How are ideas and information communicated within this competency?		3
How are activities planned and organised?		2
How are problem solving skills applied?		2
How are mathematical ideas and techniques used?		1
How is use of technology applied?		3
How is team work used within this competency?		1

Range Statement

General context

Work must be carried out in compliance with the relevant regulations and codes of practice
Work is performed under some supervision usually within a team environment
A worker may be expected to have detailed product knowledge so that they can recommend customised solutions. The worker will not only be expected to be able to apply organisation procedures, but also to be aware of, and apply as appropriate, broader issues such as ethics, industry practice and relevant government policies and regulations
The customer relationship will typically involve interacting with the customer a number of times over an extended period

Worksite environment
Operations may be conducted in a range of work environments and weather conditions by day or night
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
people who may be unwell, drug affected and emotionally distressed
Effective communication techniques may include but are not limited to:
active listening techniques
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)
clear, legible writing
Contact with customers may include but is not limited to:
face-to-face interactions
answering the telephone
interactions with team members
Contact typically requires an ongoing and deep engagement with the customer and the discussion/negotiation of alternatives
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Worksite environment
Communication in the work area may include:
fixed phone
mobile phone
fax
e-mail
Internet
radio
oral, aural or signed communications
Sources of information/ documents
Information/documents may include:
workplace procedures and policies for the addressing of long term customers including:
procedural manuals
product/service manuals, labels, instructions
guidelines on staff appearance and presentation
quality systems, standards and associated guidelines
regulations and codes of practice relevant to consumer protection and trade practices
induction documentation
competency standards and training materials
manufacturer's specifications for relevant equipment
supplier and/or client instructions
award, enterprise bargaining agreement, other industrial arrangements
quality assurance standards and procedures
Applicable regulations and legislation
Applicable regulations and legislation may include but are not limited to:
consumer law, environmental law, OHS, anti-discrimination/equal employment opportunity, harassment and other laws specific to local government, State and federal legislation
privacy legislation
relevant codes of conduct
regulations concerning other rights and responsibilities including, but not limited to, informed consent and the fulfilment of external obligations

Evidence Guide
Critical aspects of evidence to be considered
Assessment must confirm appropriate knowledge and skills to:
identify and address the need(s) required by the customer
develop customised solutions to customer needs and deliver that service to standard and in an appropriate timeframe
recommend an acceptable alternative to the customer (where necessary)
explain to the customer why the need(s) cannot be met and any further actions which might be taken in a manner which is acceptable to the customer
use appropriate communication strategies and equipment
locate, interpret and apply relevant information
Interdependent assessment of units
This unit of competency may be assessed in conjunction with other units that form part of a worker's job function
Required knowledge and skills
Australian and State/Territory standards, regulations and codes of practice relevant to the provision of customer service, including consumer laws and trade practices regulations
OHS and procedures and guidelines relevant to workplace operations
Workplace procedures and policies for identifying and addressing customer needs
The importance of good communication when identifying and addressing customer needs
The individual's role in identifying and addressing customer needs
Requirements of customer service systems/operations and relevant equipment
Ability to:
apply language skills which allow for adequate communication with the customer
apply literacy skills to the level required to identify and address customer needs and to acquire the required product knowledge
apply numeracy skills to the level required to interpret customer requirements and meet their needs
identify and solve problems that may occur when identifying and addressing customer needs
relate to customers from a range of social, cultural and ethnic backgrounds and physical and mental abilities
identify and correctly use equipment, processes and procedures relevant to the identification and addressing of customer needs
apply relevant agreements, codes of practice or other legislative requirements to work processes
Resource implications
Access is required to opportunities to:
participate in a range of exercises, case studies and other real and simulated practical and knowledge assessments that demonstrate the skills and knowledge to identify and address customer needs, and/or
identify and address customer needs in an appropriate range of workplace contexts
Consistency in performance
Applies underpinning knowledge and skills when:
identifying the need(s) required by the customer
delivering customer service in accordance with identified customer needs and workplace procedures and in an appropriate timeframe
recommending an acceptable alternative to the customer, or explaining to the customer why a need(s) cannot be met and any further actions which will be taken in a manner which is acceptable to the customer
using appropriate communication strategies and equipment
locating, interpreting and applying relevant information
Shows evidence of application of relevant workplace procedures including:
regulations and codes of conduct pertaining to customer service
OHS regulations and hazard prevention policies and procedures
workplace procedures and instructions related to the identification and addressing of customer needs
relevant guidelines relating to the use of required equipment
Action is taken promptly to respond to/report any customer service problems in accordance with regulations and workplace procedures
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Recognises and adapts appropriately to cultural differences in the workplace, including modes of behaviour and interactions among staff and others
Work is completed systematically with required attention to detail without damage to goods, equipment or personnel
Context for assessment
Assessment of this unit must be undertaken by a Registered Training Organisation:
As a minimum, assessment of knowledge must be conducted through appropriate oral and/or written questioning
Appropriate practical assessment must occur:
at the Registered Training Organisation, and/or
in an appropriate work situation
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.
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.