Professional Documents
Culture Documents
Provide Quality Service To Customers 1 2
Provide Quality Service To Customers 1 2
Provide Quality Service To Customers 1 2
3. Establish a relationship with the 3.1 Confirm customer identity and details with customer
customer records if appropriate.
4. Maintain personal presentation 4.1 Appropriate dress, grooming and behaviour are observed in
standards the workplace.
5. Deliver quality service to 5.1 Prompt customer service is provided to meet identified
customers needs in accordance with legislative and organisational
requirements.
RANGE STATEMENT
This unit applies to activities associated with the essential operations linked to providing quality service to
customers
Customers include but not limited to: Active listening involves but not limited to:
Delivery quality service may include: Workplace procedures may relate to:
EVIDENCE GUIDE
Competency is to be demonstrated by the ability to provide quality customer service in accordance with
the performance criteria and the range listed within the range of variables statement.
• Nil
Knowledge
Knowledge of:
Knowledge
Knowledge of: (Cont’d)
Skills
The ability to:
Assessment methods must confirm consistency of performance over time and in a range of
workplace relevant contexts.
Assessment should be by direct observation of tasks and/or samples of work and questioning on
underpinning knowledge.
Assessment should be conducted over time and will generally be in conjunction with assessment
of other units of competency.
Assessment may take place on the job, off the job or a combination of both of these.
However, assessment of this unit would most effectively be undertaken on the job due to the
specific workplace environment requirements. Off the job assessment must be undertaken in a
closely simulated workplace environment.
Levels of Competency
Level 1. Level 2. Level 3.
• Carries out established • Manages process • Establishes principles and procedures
processes • Selects the criteria for • Evaluates and reshapes process
• Makes judgement of the evaluation process • Establishes criteria for evaluation
quality using given
criteria
Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.