NZQA registered unit standard
56 version 8
Page 1 of 3
Title
Attend to customer enquiries face-to-face and on the telephone
Level
1
Purpose
Credits
2
This unit standard is for those people working, or intending to
work, in industries where customer contact skills are required.
People credited with this unit standard are able to: explain why
personal presentation is important when attending to customer
enquiries; attend to customer enquiries face-to-face; and attend
to customer enquiries over the telephone.
Classification
Core Generic > Work and Study Skills
Available grade
Achieved
Explanatory notes
1
Assessment can occur in a workplace or in a training or educational establishment,
provided that workplace conditions are closely simulated, for example, in a model
office, salon or workshop.
2
Definitions
Attend to may include dealing with the situation oneself or referring to another
person.
Customer refers to both internal and external customers and refers to the recipient of
goods and/or services.
Customer enquiries refer to requests for – help, information, orders.
Workplace refers to a place of paid or voluntary employment.
Workplace requirements are documented policies and procedures or established
protocols for workplace performance.
3
The following legislation and subsequent amendments provide reference, where
needed, for this unit standard:
Privacy Act 1993
Health and Safety in Employment Act 1992
Human Rights Act 1993.
4
An assessment resource to support this unit standard can be found on the NZQA
website at: http://www.nzqa.govt.nz/for-providers/resources/index.html.
Outcomes and evidence requirements
Outcome 1
Explain why personal presentation is important when attending to customer enquiries.
NZQA National Qualifications Services
SSB Code 9999
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
56 version 8
Page 2 of 3
Evidence requirements
1.1
The importance of personal presentation is explained in terms of health and
safety, and customer satisfaction.
Range
personal presentation may include but is not limited to – hair,
hands and nails, feet, body, face, teeth, clothing, accessories
including body jewellery, uniform requirements, dress guidelines;
evidence of at least six is required.
Outcome 2
Attend to customer enquiries face-to-face.
Evidence requirements
2.1
Customer is greeted in accordance with workplace requirements.
Range
greeting may include but is not limited to – smile, polite language,
appropriate welcoming phrase, appropriate non-verbal
communication.
2.2
Purpose of enquiry and customer needs is ascertained in accordance with
workplace requirements.
2.3
Customer enquiries are responded to in accordance with workplace
requirements.
Range
action taken, farewell statement.
Outcome 3
Attend to customer enquiries over the telephone.
Evidence requirements
3.1
Call is answered and telephone communication skills are demonstrated in
accordance with workplace requirements.
Range
must include but is not limited to – timeliness, courtesy, clarity,
personal identification, active listening, giving accurate
information.
3.2
Personal details of caller are recorded in accordance with workplace
requirements.
3.3
Details of enquiries are noted and checked for accuracy with caller.
3.4
Customer enquiries are responded to in accordance with workplace
requirements.
NZQA National Qualifications Services
SSB Code 9999
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Range
3.5
56 version 8
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action taken, farewell statement.
Instances where enquiries should be referred to experienced staff are identified
and acted upon in accordance with workplace requirements.
Planned review date
31 December 2020
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
16 June 1993
31 December 2014
Review
2
25 October 1995
31 December 2014
Review
3
24 March 1998
31 December 2014
Revision
4
9 May 2002
31 December 2014
Revision
5
12 September 2002
31 December 2014
Review
6
16 July 2010
31 December 2015
Review
7
17 July 2014
31 December 2017
Review
8
17 September 2015
N/A
Consent and Moderation Requirements (CMR) reference
0023
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
Comments on this unit standard
Please contact NZQA National Qualifications Services nqs@nzqa.govt.nz if you wish to
suggest changes to the content of this unit standard.
NZQA National Qualifications Services
SSB Code 9999
 New Zealand Qualifications Authority 2016