Objective: To provide participants with an opportunity to demonstrate your knowledge of the foundation skills, knowledge evidence and performance evidence.

Complete the following individually and attach your completed work to your workbook.

The answers to the following questions will enable you to demonstrate your knowledge of:

• Reading
• Writing
• Oral communication
• Navigating the world of work
• Interacting with others
• Getting the work done
• Key provisions of relevant legislation from all levels of government that may affect aspects of business operations
• Organisational policy and procedures for customer service, including handling customer complaints
• Examples of verifiable evidence that could be used to review customer satisfaction
• The interpersonal skills needed for serving customers, including customers with specific needs.

Answer each question in as much detail as possible, considering your organisational requirements for each one.

All answers will vary depending on the learner and the organisation they work for but the learner should be able to answer each question competently.

1.Identify and briefly describe two legislative requirements which affect the service that you deliver to your customers. You should explain how you ensure that the service you provide complies with this legislation.

None

Satisfactory

Not Satisfactory

Assessors Comments

(If required)

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2.Briefly describe your organisation's policy and procedures for delivering customer service.

This may include minimum standards such as waiting times, etc.

You should also describe the policy and procedures for handling customer complaints. Please give an example of an actual complaint which you have personally handled, briefly outlining the nature of the complaint and the steps you took to deal with and/or resolve it following your organisation's policy and procedures.

None

Satisfactory

Not Satisfactory

Assessors Comments

(If required)

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3.Give four examples of verifiable evidence that can be used to review customer satisfaction.

None

Satisfactory

Not Satisfactory

Assessors Feedback

(if required)

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4.Describe the interpersonal skills that are necessary when serving customers, including customers with specific needs.