Unit of competency Outline

Date retreived
22/07/2026 3:08 PM AWST

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Provide advanced customer service

Provide advanced customer service

Unit of competency
National Code
MEM16003
State Code
OAV07
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
26/06/2019
View on TGA
State Implementation and Classification
Approved Date
Field of Education
080501 - Sales
Original Release Date
Nominal Hours
18
Description
This unit of competency defines the skills and knowledge required to provide comprehensive assistance to customers. It includes identifying a customer's relationship to the enterprise and determining how service could be improved.Applications of this unit would typically be found in warehouses, service and design departments, and relate to internal or external customers, across a range of products and services. This may include the taking of one-off or special orders requiring detailed descriptions, the handling of complaints referred for more detailed assistance than the initial point of contact, and work as a designated liaison officer.No licensing, legislative or certification requirements apply to this unit at the time of publication. Band: BUnit Weight: 2
Notes
Elements and Performance Criteria
1 Identify customer relationship to enterprise
  • 1.1 Follow standard operating procedures and comply with work, health and safety (WHS) requirements at all times
  • 1.2 Identify customer as a new or repeat customer
  • 1.3 Obtain and check formal customer identification details for repeat customers and access information according to workplace procedures
  • 1.4 Capture information on new customers according to workplace procedures
2 Identify customer requirements
  • 2.1 Identify customer requirements from order or other verbal or written communication
  • 2.2 Apply product knowledge to answer and address customer questions and support informed purchase decision
  • 2.3 Communicate clearly the degree to which customer requirements can be met
  • 2.4 Propose alternatives for any inability to completely satisfy customer requirements
  • 2.5 Use communication skills to provide positive customer experience
3 Action customer requirements
  • 3.1 Undertake appropriate action to implement customer requirements
  • 3.2 Record customer requirements not able to be met immediately, and undertake follow-up checks according to procedures
  • 3.3 Communicate with customers to inform of service progress or completion, according to workplace procedures
4 Address customer complaints
  • 4.1 Apply active listening skills and receive complaint information to ensure a thorough understanding of customer complaint
  • 4.2 Determine source of complaint or issue and report to relevant personnel
  • 4.3 Determine process for resolving complaint and confirm with customer
  • 4.4 Action process and maintain communication with customer until completion
  • 4.5 Assess effectiveness of resolution and report or record outcomes according to work procedures
5 Promote better customer service
  • 5.1 Record products and services provided to customer, and any other customer information that can help to improve future relations
  • 5.2 Assess customer service provided and identify and report opportunities for improvement
No information
No information
Replaces
State Code National Code Title Type
W5545 MEM16003B Provide advanced customer service Unit of competency