Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII1002A Mapping and Delivery Guide
Apply customer service skills
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | TLII1002A - Apply customer service skills |
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Description | This unit involves the skills and knowledge required to apply routine customer service skills to relevant workplace operations including dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs. Licensing, legislative, regulatory or certification requirements are applicable to this unit. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Work must be must be carried out in accordance with workplace standards and procedures for the provision of customer service.Work is performed under supervision. It involves the application of established routine customer service principles and procedures to day-to-day interactions with internal and external customers during workplace operations. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not Applicable | ||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Deal with customer inquiries |
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Element: Monitor customer satisfaction |
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