FNSCUS311 — Respond to customer enquiries

Elements & performance criteria

Performance evidence

• respond with specialised information to at least four different enquiries received in a primary customer contact role, at least one of which must relate to a financial product and one to financial service
• identify customer needs
• apply the required level of conflict resolution skills

Knowledge evidence

• key customer groups and types of specialised information typically sought
• organisational policy, procedures and requirements in responding to customer enquiries
• sources of information to access to provide an informed response to customer enquiries
• communication and interpersonal skills, including conflict resolution skills to respond to customer needs
• systems that can be assessed to obtain up-to-date information on nature and frequency of enquiries
• legislation and industry codes of practice required to produce knowledge evidence and performance evidence
• privacy and confidentiality requirements of organisational procedures and applicable legislation
• levels of authority and escalation methods within organisation
• limits of own individual level of authority

Foundation skills

• Reading: Interprets and analyses information from a range of texts including customer communication, organisational documentation and legislation
• Writing: Prepares documentation and correspondence according to organisational formats using clear language, grammar, spelling and terminology
• Oral Communication: Speaks clearly using tone and pace intended for the audience and purpose Uses questioning and active listening skills to check understanding Follows accepted communication practices and protocols, adjusting personal communication style in response to the values, beliefs and cultural expectations of others Communicates to customers courteously and encourages an ongoing relationship
• Numeracy: Interprets and comprehends a range of mathematical information that is embedded in familiar and routine texts
• Self-management: Understands roles and responsibilities of own role and makes basic decisions on work completion parameters Follows organisational policy, procedures and protocols, and legislative requirements required to perform own role Plans and implements routine tasks and workload, making limited decisions on sequencing and timing
• Initiative and enterprise: Responds to predictable and routine customer service problems and implements solutions Applies conflict-resolution skills when responding to customer complaints and dissatisfaction
• Technology: Uses the main features and functions of digital tools to complete work tasks and access information

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

Questions about assessing FNSCUS311