Reasonable adjustment: Trainers may make reasonable allowances for learners in accordance with the C&I Learner Support Policy contained in the Participant Handbook. This may relate to the timeframe for undertaking this assessment task in class or relate to an extension to the due date. Consult with the Curriculum & Learning Manager prior to administering this assessment to ensure Learner Support needs are met.
helping customers to articulate their needs and evaluate options
explaining products/services and how they match customer needs
explaining customer rights and responsibilities
use organisational procedures to document customer satisfaction
develop and maintain networks to support meeting customer needs
identify potential difficulties in meeting customer needs and taking appropriate action.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
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