NZQA registered unit standard 19605 version 4 Page 1 of 4 Title Provide customer service in the glass, joinery or joinery related industries Level 3 Purpose Credits 5 This entry-level unit standard is for people working in the glass, joinery, or joinery related industries. People credited with this unit standard are able to: make initial contact with customers; determine and record customer’s needs; inform customers of work progress; respond to customer complaints, and build customer loyalty in the glass, joinery or joinery related industries. Classification Glass and Glazing > General Glass and Glazing Available grade Achieved Explanatory notes 1 Definitions Active listening – the skills of listening. These skills may include – questioning, reading and responding to body language, use of silence, paraphrasing, reflecting feelings, summarising. Customer – both internal and external customers, which can include co-workers and managers, receiving goods and/or services in the glass and glazing or joinery industry. Worksite requirements – refer to instructions to staff on policy and procedures which are documented in memo or manual format and are available in the workplace. These requirements include – company specifications and procedures, work instructions, manufacturer’s specifications, product quality specifications, legislative requirements. 2 Range This unit standard is applicable to the glass, joinery or joinery related industries which include – automotive reglazing, laminate fabrication, aluminium fabrication, and kitchen design industries. Outcomes and evidence requirements Outcome 1 Make initial contact with customers in the glass, joinery or joinery related industries. Evidence requirements Building and Construction Industry Training Organisation SSB Code 101562 New Zealand Qualifications Authority 2016 NZQA registered unit standard 1.1 Personal hygiene and grooming meet worksite requirements. Range 1.2 requirements include – active listening, choice of language, nonverbal communication, technical terminology. Procedures used during initial contact with customers meet worksite requirements. Range 1.4 requirements include – personal cleanliness, dress, hair, make-up, body adornment, personal protective equipment. Communication skills used to interact with customers meet worksite requirements. Range 1.3 19605 version 4 Page 2 of 4 requirements include – timeliness of initial contact, appropriate welcoming phrase, identification of initial customer requirements, provision of information, commitment to action, appropriate referral where required. Information recorded from initial contact meets worksite requirements. Range requirements include – details required, accuracy and legibility, appropriateness for industry use. Outcome 2 Determine and record customer’s needs in the glass, joinery or joinery related industries. Evidence requirements 2.1 Information obtained from initial contact is confirmed in accordance with worksite requirements. 2.2 Communication skills used to determine customers’ needs meet worksite requirements. Range 2.3 Recording of information obtained meets worksite requirements. Range 2.4 requirements include – active listening, sequence of questioning to obtain required information, clarification and confirmation of detail, language appropriate for the customer’s level of knowledge, appropriate selection and use of technical terminology. requirements include – details of goods or service required, use of correct technical terminology, selection and completion of documentation and/or electronic record, confirmation of requirements. Procedural information supplied to customers meets worksite requirements. Building and Construction Industry Training Organisation SSB Code 101562 New Zealand Qualifications Authority 2016 NZQA registered unit standard Range 19605 version 4 Page 3 of 4 requirements include – relevant enterprise policies and procedures, steps to be followed to meet identified needs, customer liaison and administrative requirements. Outcome 3 Inform customers of work progress in the glass, joinery or joinery related industries. Evidence requirements 3.1 Procedures used to report work progress are negotiated with customers and meet worksite requirements. Range 3.2 includes – methods of reporting, schedule for reporting, information to be reported, explanation of industry terminology involved. Negotiated reporting procedures are carried out and documented in accordance with worksite requirements. Outcome 4 Respond to customer complaints in the glass, joinery or joinery related industries. Evidence requirements 4.1 Customer complaint is acknowledged in accordance with worksite requirements. Range requirements include – promptness, courtesy, procedure, appropriate use and explanation of technical terminology. 4.2 Remedial action is taken in situations not requiring referral in accordance with worksite requirements. 4.3 Instances where a complaint should be referred to a more appropriate person are identified and acted on in accordance with worksite requirements. 4.4 Procedures for minimising disruption are applied in accordance with worksite requirements. Outcome 5 Build customer loyalty in the glass, joinery or joinery related industries. Evidence requirements 5.1 Strategies used to communicate with the customer focus on development of long-term customer relationships in accordance with worksite requirements. Range requirements include – positive conclusion, thanks for the enquiry and/or business, expression of willingness to be of service in the Building and Construction Industry Training Organisation SSB Code 101562 New Zealand Qualifications Authority 2016 NZQA registered unit standard 19605 version 4 Page 4 of 4 future, information about additional industry products and services available. 5.2 Service provision reflects enterprise commitment to developing return business. requirements include – responsiveness, quality of product and/or service, timeliness, integrity, completing agreed actions, ability to identify and meet customers’ needs. Range 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 20 September 2002 31 December 2013 Review 2 28 June 2005 31 December 2013 Review 3 21 November 2008 31 December 2017 Review 4 18 June 2015 N/A Consent and Moderation Requirements (CMR) reference 0048 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 the Building and Construction Industry Training Organisation info@bcito.org.nz if you wish to suggest changes to the content of this unit standard. Building and Construction Industry Training Organisation SSB Code 101562 New Zealand Qualifications Authority 2016