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Elements and Performance Criteria

  1. Deliver service to customers
  2. Provide effective customer service on customer site
  3. Maintain services and operations
  4. Deal with difficult customer situations
  5. Maintain personal presentation standards and present a professional image
  6. Present a positive company image using effective communication techniques

Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying relevant agreements, codes of practice and other legislative requirements

identifying and correctly using equipment, processes and procedures

implementing contingency plans

interpreting and following operational instructions as they apply to the dangerous goods (DG) industry

rectifying a complaint using workplace policy and procedures.


Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

current Australian Dangerous Goods (ADG) Code

enhancements available to customers in relation to DG quality service

relevant DG information for relevant workplace

relevant national, state/territory standards, regulations and codes of practice

required level of quality and safety for relevant workplace requirements

requirements of workplace systems and operations, and relevant equipment

role of customer service in company profitability

work health and safety (WHS)/occupational health and safety (OHS) procedures and guidelines relevant to workplace operations

workplace driving and operational instructions.