This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed. It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

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 performance criteria: - communicate effectively with customers; - helping customers to articulate their needs and evaluate options; - explaining products/services and how they match customer needs; - establishing regular communication; - explaining customer rights and responsibilities; - address customer's needs; - use organisational procedures to document customer satisfaction; - develop and maintain networks to support meeting customer needs, and; - identify potential difficulties in meeting customer needs and taking appropriate action. 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: - explain organisational procedures and standards for establishing and maintaining customer service relationships; - describe informed consent; - explain consumer rights and responsibilities; - describe ways to establish effective regular communication with customers, and; - outline details of products or services including with reference to: possible alternative products and services; variations within a limited product and service range.

Where to next?

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