Application
This unit of competency defines the skills and knowledge required to provide assistance to internal and external customers across a range of products and services.
Typical applications of this unit would be found in service and design departments and include taking one-off or special orders requiring detailed descriptions or handling of complaints.
This unit should not be selected when Unit MEM16003 Provide advanced customer service has already been selected.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Band: A
Unit Weight: 2
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. | ||
1 | Identify customer requirements | 1.1 | Follow standard operating procedures and comply with work health and safety (WHS) requirements at all times |
1.2 | Identify customer requirements from verbal or written communication | ||
1.3 | Determine product/service availability to meet customer requirements | ||
1.4 | Communicate clearly the degree to which customer requirements can be met and propose alternatives for any inability to completely satisfy customer requirements | ||
1.5 | Use communication skills to provide positive customer experience | ||
1.6 | Complete documentation to record customer details and order requirements | ||
2 | Action customer requirements | 2.1 | Take appropriate action to implement customer requirements |
2.2 | Record products and services provided to customer and complete require workplace documentation | ||
3 | Handle customer issues | 3.1 | Receive complaint information to ensure a thorough understanding of customer issue |
3.2 | Determine required action and address or refer matter to appropriate personnel | ||
3.3 | Record and follow up customer requirements not able to be met | ||
Foundation Skills
This section describes those required skills (reading, writing, oral communication and numeracy) that are essential to workplace performance in this unit of competency.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. | |
Customer liaison includes using one (1) or more of the following: | telephone written forms face-to-face contact digital/electronic tools |
Customer requirements include one (1) or more of the following: | product service price delivery date quantity quality specifications |
Communication skills include one (1) or more of the following: | active listening asking and answering questions appropriate body language reading writing plain English politeness assertiveness building rapport calmness patience empathy effective verbal communication |
Appropriate action to implement customer requirements include one (1) or more of the following: | filling or entering order corrective action to resolve complaints repair or service to customer equipment |
Customer issues include one (1) or more of the following: | damaged goods poor service delayed delivery goods not received incorrect specifications difficult customer |
Competency Field
Communication