Assessor Resource
PMC562081B
Deliver customer service
Assessment tool
Version 1.0
Issue Date: April 2024
This unit of competency applies to operators who also deal directly with the customer. While the customer may be internal, it is intended for external customers. Operators may deal directly with customers as part of order taking or product delivery (e.g. in the premixed concrete sector) or as part of complaint investigation and resolution. This does not deal directly with complaint handling.
This unit of competency is typically performed by operators, working either independently or as part of a work team who apply a range of routine tasks. It involves identifying, responding and improving customer service for both internal and external customers.
This unit of competency covers the delivery of customer service in the workplace. It involves identifying customer requirements, ensuring products meet customer requirements, dealing with customer requests and identifying areas for improvement.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)