Unit of competency Outline

Date retreived
23/07/2026 6:44 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide service to customers

Provide service to customers

Unit of competency
National Code
AMPR105
State Code
AVW74
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
01/12/2015
View on TGA
State Implementation and Classification
Approved Date
03/05/2016
Field of Education
080501 - Sales
Original Release Date
03/05/2016
Nominal Hours
7
Description
This unit describes the skills and knowledge required to provide service to customers. It also describes the skills and knowledge required to establish and maintain good customer relations. It encompasses the key skills of identifying and satisfying basic customer requirements.This unit is applicable to workers in meat retail operations.All training must be conducted according to Australian meat industry standards and regulations.All work should be carried out to comply with workplace requirements.This unit applies to individuals who work alongside a supervisor in most situations and exercise limited autonomy.No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Acknowledge and greet customers
  • 1.1 Politely acknowledge customer on entering the workplace
  • 1.2 Greet customer when first contact is made
  • 1.3 Offer assistance to customer according to workplace requirements
2. Establish customer requirements
  • 2.1 Establish customer requirements by questioning, active listening and clarification of customer comments
  • 2.2 Acknowledge customer needs
  • 2.3 Refer customer to more experienced staff when specialist advice and/or service and products are required
3. Convey a professional image
  • 3.1 Display behaviour when serving customer that maintains established workplace image
4. Take orders courteously and accurately
  • 4.1 Answer telephone according to workplace requirements
  • 4.2 Take orders from customer by phone or face-to-face accurately and according to workplace requirements
  • 4.3 Take orders legibly and in the correct format
  • 4.4 Arrange pick up or delivery time with the customer
  • 4.5 Implement procedures for following up specific customer enquiries, unfilled orders or unmet customer specialist needs
5. Refer customer complaints
  • 5.1 Acknowledge customer complaints and note issues
  • 5.2 Courteously refer complaints to more senior staff members or managers
6. Receive customer enquiries
  • 6.1 Receive customer enquiries
  • 6.2 Follow up customer enquiries in accordance with workplace requirements
  • 6.3 Inform customer in relation to enquiry
7. Record information from enquiries
  • 7.1 Record information about enquiries to workplace requirements
No information
No information
Replaces
State Code National Code Title Type
D9046 MTMR106C Provide service to customers Unit of competency
Replaced By
State Code National Code Title Type
OFI67 AMPRET206 Provide service to customers Unit of competency