This unit involves the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.

Unit details

Location:
Industry
Study level:
Vocational and further education (TAFE)
Unit code:
TLII5018

Assessment

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: - applying relevant legislation and workplace procedures; - communicating and consulting with others to ensure excellent customer service is modelled to staff and that customer issues are resolved; - dealing effectively with unplanned events such as a change in the volume of customer inquiries; - developing, implementing and revising contingency plans; - interpreting and following operational instructions and prioritising work; - monitoring work activities in terms of planned schedule, particularly in line with agreed time and quality standards, and; - preparing reports to develop and disseminate information on customer service performance.Students will also be expected to demonstrate the following knowledge: - organisational performance management systems; - organisational policies, principles, codes and performance standards; - quality management systems; - relevant sections of national and state/territory regulatory requirements and codes of practice such as consumer protection legislation; - requirements for completing relevant documentation such as reports of customer complaints and resolutions; - risk management as it relates to dealing with customers and managing consequences of poor customer service, and; - steps involved in planning work activities.

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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