O1. Deliver a service to customers
you will need to interact with customers, providing customer service and managing customer complaints. These interactions may take place in the normal course of your job role or may be a ‘role play’ scenario to mimic a real customer interaction in your workplace.
Submit any one of the following types of evidence for each customer interaction described in the criteria below:
Email correspondence
Meeting minutes
Digital or physical customer survey response
Returns and refunds data
Customer feedback forms
Video recording or audio recording of feedback (When using this as evidence, ensure to inform customer of the purpose of the recording before doing so.)
Criteria
This task requires you to assist three (3) customers to identify and clarify their needs and expectations.
At least one (1) of the customers assisted must have specific needs. (This refers to specific factors of a person’s lifestyle or upbringing that must be attended to)
You will be assessed on your skills to:
Identify and clarify customer needs and expectations using active questioning and listening skills.
Provide information on products and/or services that meet customer’s needs and expectations, including priorities for service delivery.
Offer promotions or enhancements to customer service based on the customer’s needs and expectations.
Address customer needs.
Seek assistance from required individuals when you cannot address customer needs
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