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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Establish contact with customers
   • Greet customer in a professional, courteous and concise manner according to enterprise requirements
   • Maintain personal presentation according to enterprise requirements
   • Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
   • Respond appropriately to customer requests and use effective communication strategies that reflect customer support needs
   • Establish rapport with customer by expressing a genuine interest in customer requirements
2. Identify telecommunications installation requirements
   • Use active listening and questioning techniques to clarify installation requirements
   • Identify details of existing and proposed telecommunications and/or cabling work
   • Establish intended uses of equipment and associated cabling requirements
   • Discuss benefits and disadvantages of alternative cabling or equipment as required
   • Convey information respectfully and clearly
3. Identify installation locations
   • Assess potential locations to ensure accuracy of installation
   • Propose locations and confirm with customer
   • Review existing plans and verify that proposed locations match enterprise preferred locations
   • Scope activities to avoid work, health and safety (WHS) hazards
4. Deliver service/s to customers
   • Establish availability, security, safety and other constraints on use of existing systems
   • Communicate information according to enterprise code of conduct
   • Implement enterprise procedures to install equipment and/or cabling according to industry standards and manufacturer specifications
5. Work as a team to provide customer service
   • Acknowledge workplace team in providing customer service
   • Agree on and establish a set of team goals and procedures in providing customer service
   • Contribute to and support other team member goals to achieve quality customer service outcomes
   • Review team goals and processes, as part of the team, to ensure continuous improvement of services provided to customers
6. Process customer feedback
   • Seek, recognise and acknowledge customer feedback in order to improve personal performance and/or behaviour
   • Respond according to enterprise procedures and legislative requirements
   • Identify unmet needs and evaluate suitable ways to action feedback
   • Assist customers to contact other services according to enterprise policies and procedures
7. Finalise customer interaction
   • Complete all required documents promptly and accurately according to enterprise policies and procedures
   • File completed documentation according to enterprise policies and procedures