This unit describes the skills and knowledge required to deliver aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products, and processing customer feedback.
The unit applies to those who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.
Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each unit’s learning outcomes & 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:
*deliver a service to at least three different customers.
In the course of the above, the candidate must:
*greet the customer and establish rapport according to organisational requirements
*identify customer needs using interpersonal skills
*provide prompt service to address customer needs
*identify and follow up opportunities to increase the quality of service and products
*respond to and record all customer feedback according to organisational standards, policies and procedures.
Students will also be expected to demonstrate the following knowledge:
*key provisions of customer service legislation and consumer law
*requirements for responding to the needs of customers from a diverse background
*workplace organisational policies and procedures relating to customer service and the customer service process.
The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the VUPolytechnic and/or via the VU Polytechnic e-learning system.
This unit is studied as part of the following course(s):