This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

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: - analytical skills to identify trends and positions of products and services; - communication skills to monitor and advise on customer service strategies; - edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation; - prepare general information and papers according to target audience; - read and understand a variety of texts; - problem-solving skills to deal with customer enquiries or complaints; - technology skills to select and use technology appropriate to a task; - comply with policies and procedures; - consistently evaluate and monitor own performance, and; - seek learning opportunities. Students will also be expected to demonstrate the following knowledge: - key provisions of relevant legislation from all levels of government that may affect aspects of business operations; - organisational policy and procedures for customer service including handling customer complaints; - service standards and best practice models; - public relations and product promotion, and; - techniques for dealing with customers, including customers with specific needs.

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