Provide customer service

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver AUMGCA2001, 'Provide customer service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide customer service' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Identify and assess the needs and expectations of different types of customers

1.1. Different types of customers are accurately identified

1.2. Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided

1.3. All activities are carried out in accordance with organisation requirements and procedures

2. Provide high quality service to customer

2.1. Customer requests are responded to promptly and efficiently

2.2. Customers are treated in a manner which assists the development of a positive and professional relationship

2.3. Organisation services and products are appropriately promoted to encourage repeat business

2.4. Customer dissatisfaction is promptly recognised and attended to

3. Deal with difficult customers

3.1. The nature and details of the complaint are established and agreed upon with the customer

3.2. Appropriate action is taken to resolve the complaint to the customer's satisfaction wherever possible within the level of responsibility determined

3.3. The complaint is referred to appropriate personnel if the staff member cannot resolve the situation to the customer's satisfaction

3.4. Organisation documentation is completed in accordance with organisation requirements

4. Seek and action customer feedback

4.1. Feedback is sought from customers on the product provided

4.2. Alternative advice/actions are discussed with the customer

4.3. Appropriate action is taken in response to feedback

4.4. Customer feedback is documented in accordance with customer requirements

Qualifications and Skillsets

AUMGCA2001 appears in the following qualifications:

  • AUM20212 - Certificate II in Automotive Manufacturing Production - Bus, Truck and Trailer
  • AUM30212 - Certificate III in Automotive Manufacturing Technical Operations - Bus, Truck and Trailer