ELEMENTS 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for service.

1.1. Plan and organise tasks from organisational information.

1.2. Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.

1.3. Prepare work area, equipment and supplies according to procedures to meet service requirements.

2. Provide service.

2.1. Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

2.2. Offer relevant customer information on products and services.

2.3. Assist customer with choices that meet individual needs, special requests and cultural requirements.

2.4. Proactively promote, upsell and cross-sell products and services according to organisational procedures.

2.5. Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.

3. Complete operational tasks.

3.1. Follow work schedules and work cooperatively as part of a team to maximise efficiency.

3.2. Follow workplace safety and hygiene procedures.

3.3. Maintain cleanliness and tidiness of work areas.

3.4. Use organisational procedures and technology for operational tasks.

3.5. Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

4. Complete end of shift duties.

4.1. Follow end of shift procedures.

4.2. Complete administration and reporting requirements.

4.3. Participate in debriefing and handover sessions with colleagues and suggest service improvements.

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS 

DESCRIPTION 

Reading skills to:

• interpret and follow a range of organisational procedures and work schedules.

Oral communication skills to:

• liaise with other team members about service requirements
• listen and respond to diverse range of customer requests and complaints, asking questions to clarify and confirm.

Learning skills to:

• locate key information on organisational products and services.

Self-management skills to:

• integrate all technical skills within the whole service period, throughout preparation, service, and end of shift duties.

Technology skills to:

• use a variety of equipment for day-to-day work activities.