Cert IV Frontline
Management - Course
Unit BSBMGT402A
Address customer
needs
(information sourced
from NTIS website
http://www.ntis.gov.au/)
Description
This unit describes the
performance outcomes,
skills and knowledge
required to manage the
ongoing relationship
with a customer, which
includes assisting the
customer to articulate
their needs, meeting
customer needs and
managing networks to
ensure customer needs
are addressed. No
licensing, legislative,
regulatory or
certification
requirements apply to
this unit at the time of
endorsement.
Employability Skills
This unit contains
employability skills.
Application Of Unit
This unit applies to
workers required to be
familiar with a product
and/or service that
varies widely and is
capable of significant
customisation. The
customer relationship
would typically involve
direct interaction a
number of times over an
extended period.
This unit is
appropriate to workers
who are expected to have
detailed product
knowledge in order to
recommend customised
solutions. They would be
expected to apply
organisational
procedures and be aware
of, and apply as
appropriate, broader
factors involving
ethics, industry
practice and relevant
government policies and
regulations.
Unit Sector
No sector assigned
Performance criteria
|
Element |
|
Performance
criteria |
| 1. |
Assist
customer to
articulate needs |
|
|
1.1 |
Ensure
customer
needs
are
fully
explored,
understood
and
agreed
|
|
1.2 |
Explain
and
match
available
services
and
products
to
customer
needs
|
|
1.3 |
Identify
and
communicate
rights
and
responsibilities
of
customers
to the
customer
as
appropriate
|
|
| 2. |
Satisfy
complex customer
needs |
|
|
2.1 |
Explain
possibilities
for
meeting
customer
needs
|
|
2.2 |
Assist
customers
to
evaluate
service
and/or
product
options
to
satisfy
their
needs
|
|
2.3 |
Determine
and
prioritise
preferred
actions
|
|
2.4 |
Identify
potential
areas of
difficulty
in
customer
service
delivery
and take
appropriate
actions
in a
positive
manner
|
|
| 3. |
Manage
networks to
ensure customer
needs are
addressed |
|
|
3.1 |
Establish
effective
regular
communication
with
customers
|
|
3.2 |
Establish,
maintain
and
expand
relevant
networks
to
ensure
appropriate
referral
of
customers
to
products
and
services
from
within
and
outside
the
organisation
|
|
3.3 |
Ensure
procedures
are in
place to
ensure
that
decisions
about
targeting
of
customer
services
are
based on
up-to-date
information
about
the
customer,
and the
products
and
services
available
|
|
3.4 |
Ensure
procedures
are put
in place
to
ensure
that
referrals
are
based on
the
matching
of the
assessment
of
customer
needs
and
availability
of
products
and
services
|
|
3.5 |
Maintain
records
of
customer
interaction
in
accordance
with
organisational
procedures
|
|
Skills and Knowledge
Required skills
-
literacy skills
to read a variety of
texts, to prepare
general information
and papers, and to
write formal and
informal letters
according to target
audience
-
numeracy skills
to analyse data, and
to compare time
lines and
promotional costs
against budgets
-
problem-solving
skills to develop
solutions unique to
a customer
-
culturally
appropriate
communication skills
to relate to people
from diverse
backgrounds and
people with diverse
abilities.
Required knowledge
-
key provisions of
relevant legislation
from all levels of
government that may
affect aspects of
business operations,
such as:
-
organisational
procedures and
standards for
customer service
relationships
-
detailed product
knowledge which may
be of significant
breadth (so as to
propose alternative
products and
services), or of
significant depth
(so as to propose
variations within a
limited product and
service range).
Range statement
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. Essential
operating conditions
that may be present with
training and assessment
(depending on the work
situation, needs of the
candidate, accessibility
of the item, and local
industry and regional
contexts) may also be
included.
|
|
|
|
|
Customers
may include:
|
|
-
customers
with routine
or specific
requests
-
in
person,
computer-based
and
telephone
customers
-
internal
and external
customers
-
people
from a range
of social,
cultural or
ethnic
backgrounds
-
people
who may be
unwell, drug
affected or
emotionally
distressed
-
people
with varying
physical and
mental
abilities
-
regular
and new
customers
|
|
Rights
and
responsibilities
of customers
may include:
|
|
|
|
Effective
regular
communication
may include:
|
|
-
giving
customers
full
attention
-
handling
sensitive
and
confidential
issues
-
maintaining
eye-contact
(for
face-to-face
interactions),
except where
eye-contact
may be
culturally
inappropriate
-
speaking
clearly and
concisely
-
using
active
listening
techniques
-
using
appropriate
language and
tone of
voice
-
using
clearly
written
information/communication
-
using
non-verbal
communication
e.g. body
language,
personal
presentation
(for
face-to-face
interactions)
-
using
open and/or
closed
questions
|
|
Organisational
procedures
may include:
|
|
|
Evidence guide
The evidence guide
provides advice on
assessment and must be
read in conjunction with
the performance
criteria, required
skills and knowledge,
range statement and the
Assessment Guidelines
for the Training
Package.
|
|
|
|
| Overview
of assessment |
|
|
| Critical
aspects for
assessment and
evidence
required to
demonstrate
competency in
this unit |
|
Evidence of
the following is
essential:
-
assisting
customers to
articulate
their needs
-
documenting
processes
used and
customer
satisfaction
with the
products/services
offered
-
assisting
customers to
address
their needs.
|
| Context
of and specific
resources for
assessment |
|
Assessment
must ensure:
-
access to
an actual
workplace or
simulated
environment
-
access to
office
equipment
and
resources
-
examples
of
products/services
and
promotional
strategies.
|
| Method of
assessment |
|
A range of
assessment
methods should
be used to
assess practical
skills and
knowledge. The
following
examples are
appropriate for
this unit:
-
direct
questioning
combined
with review
of
portfolios
of evidence
and third
party
workplace
reports of
on-the-job
performance
by the
candidate
-
review of
documentation
prioritising
preferred
actions
-
analysis
of responses
to case
studies and
scenarios
-
demonstration
of
techniques
-
observation
of
presentations
-
assessment
of written
reports
-
evaluation
of
communication
established
with
customers
-
review of
customer
interaction
records.
|
| Guidance
information for
assessment |
|
Holistic
assessment with
other units
relevant to the
industry sector,
workplace and
job role is
recommended, for
example:
|
|
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