This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service. It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements; - identify customer needs using appropriate questioning and active listening skills; - provide customer service in accordance with organisational requirements; - respond to and record customer feedback and action taken according to organisational standards, policies and procedures, and; - produce a report which identifies and recommends ways to improve service delivery. Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.Students will also be expected to demonstrate the following knowledge: - summarise key provisions of relevant legislation from all levels of government that may affect aspects of business operations; - explain organisational policy and procedures for customer service, including handling customer complaints; - provide examples of verifiable evidence that could be used to review customer satisfaction, and; - outline the interpersonal skills needed for serving customers, including customers with specific needs.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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