UEENEEC010B - Deliver a service to customers
Overview
This unit covers the interacting with customers to identify and meet their service needs. It encompasses following community and enterprise policies and standards, identifying customer needs, identifying and resolving problems/issues and maintaining product/service quality.
Assessment
For Melbourne campuses
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 and knowledge:
- enterprise communication methods;
- work activities records;
- problem solving concepts and techniques;
- enterprise customer relations protocols;
- enterprise quality management system, and;
- instructing users in the use of specific items of equipment and systems.
Required reading
The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the Polytechnic and/or via the Polytechnic e-learning system.
As part of a course
This unit is not compulsory for any specific course. Depending on the course you study, this unit may be taken as an elective.