Provide quality service

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

• relevant legislation related to customer service:
  • consumer law
  • equal opportunity
  • work health and safety/occupational health and safety
  • promotions
• organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:
  • communication protocols
  • complaint procedures
  • customer service procedures
  • reporting procedures
  • personal presentation
  • privacy
  • record keeping procedures
• communication mediums required to provide service to clients and colleagues
• conflict resolution strategies
• awareness of customs and practices of various social and cultural groups within Australia, to assist with meeting client needs and expectations in regards to:
  • modes of greeting, farewelling and conversation
  • body language, e.g. body gestures,
  • formality of language
  • clothing
• services and products within the organisation that may be suited to particular clients
• principles and benefits of enhanced customer service experiences and positive communication.