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References Class work
Click on each module below
Work effectively in an information technology environment
Apply occupational health and safety procedures
Operate computing packages
Operate computer hardware
Design organisational documents using commercial computing packages
Integrate commercial computing packages
Maintain equipment & consumables
Communicate in the workplace
Connect hardware peripherals
Install software applications
Maintain system inventory
Receive and process oral and written communication
Maintain equipment / software inventory
Interact with clients
Identify components of multimedia
Access the internet

© S. Wilkins 31 May, 2006

Interact With Clients
ICAITS009B

Course Materials

Key Terms and Concepts

  • Customers services policies
  • Line management, organisation charts
  • Escalation procedures
  • Internal and external clients
  • Prioritising
  • Business critical functions
  • Critical paths in a project management schema
  • Inquiry procedures, including referral and follow up
  • Complaint procedures, including referral and follow up
  • Basic conflict/dispute resolution strategies

HSC Learning Experiences

  • developing action plans that could be implemented to address a range of possible client inquiry and complaint scenarios that could be directed to personnel
  • Setting priorities where conflicting interest are present
  • Recording the key points/issues in a range of conversational settings
  • Interpreting a variety of trouble shooting charts/diagrams/tables

Performance Criteria

  1. Deliver support to clients
    1. Communication is conducted with clients in a courteous and professional manner according to organisational policy
    2. Routine client support requirements are acted on , or referred to supervisor according to organisational policy
    3. Client contact is maintained until problem is actioned
  2. Respond to client complaints
    1. A positive, helpful attitude to clients when handing complaints is conveyed
    2. Complaints are handled sensitively , courteously and with discretion
    3. Active listening and questioning is used to established and confirm the nature of complaint with the client
    4. Action to resolve client complaint to client satisfaction is taken wherever possible or promptly referred to superior
  3. Convey information and ideas to people
    1. Ideas and suggestions are expressed clearly to clients
    2. Problems and concerns are relayed to the supervisor