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

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Prepare for service.

1.1 Plan and organise tasks from organisational information .

1.2 Liaise with team members to confirm and inform others of service requirements.

1.3 Develop work schedules taking into consideration roles and responsibilities of other team members.

1.4 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 information  to customers on products and services .

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

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

2.5 Resolve complaints according to individual empowerment and use appropriate communication techniques to deal with conflict.

3. Complete operational tasks.

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

3.2 Follow workplace safety and hygiene procedures.

3.3 Maintain the 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.

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills to:

• liaise with other team members about service requirements
• respond to customers with diverse needs and expectations

• critical thinking skills to review and evaluate products and services with colleagues
• initiative and enterprise skills to proactively promote, upsell and cross-sell products and services
• literacy skills to:

• read and interpret procedures and work schedules
• write simple work schedules for shifts

• numeracy skills to: calculate time to complete operational tasks service customers within expected timelines planning and organising skills to prioritise, sequence and monitor tasks and processes problem-solving skills to identify workplace and customer problems, determine solutions and take appropriate action to resolve self-management skills to integrate all technical skills within the whole service period including preparation, service, and end of shift duties teamwork skills to work cooperatively as part of a team and provide advice and support as required technology skills to use a variety of equipment for day-to-day work activities.

  Required knowledge

  roles and responsibilities of different service team members organisational policies and procedures for: administrative reporting hygiene, health, safety and security customer service complaint handling full details of organisation products, services, facilities, current promotions, events and entertainment.