Unit of competency Outline

Date retreived
22/07/2026 11:05 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 advanced customer service

Provide advanced customer service

Unit of competency
National Code
MEM16003B
State Code
W5545
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
01/12/2005
View on TGA
State Implementation and Classification
Approved Date
19/08/2014
Field of Education
080501 - Sales
Original Release Date
19/08/2014
Nominal Hours
18
Description
This unit covers identifying a customer's relationship to the enterprise and the customer's requirements, acting on the customer's requirements, and promoting better customer service.
Notes
Elements and Performance Criteria
1. Identify customer relationship to enterprise
  • 1.1. For repeat customers, formal customer identification details are obtained and checked, for example, by order, requisition or account number according to standard operating procedures.
  • 1.2. Customer is identified as a new or repeat customer.
2. Identify customer requirements
  • 2.1. Customer requirements are identified from order or other verbal or written communication.
  • 2.2. The degree to which customer requirements can be met is clearly communicated including details such as price, delivery date, quantity or quality.
  • 2.3. Alternatives are proposed for any inability to completely satisfy customer requirements.
3. Action customer requirements
  • 3.1. Appropriate action to implement customer requirements is undertaken, for example by filling or entering of order, corrective action to resolve complaints, or repair or service to customer equipment.
  • 3.2. Customer requirements not able to be met immediately are recorded, and follow-up checks are undertaken according to standard operating procedures.
4. Promote better customer service
  • 4.1. Methods of improving customer service are identified and reported.
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customer relationship
Internal or external
Repeat or one-off
New or established
Significance in terms of purchase size, length of association, company status, relationship
Previous history
Special service requirements or conditions
Reciprocal arrangements
Supply chain relationship
Methods of improving customer service
New documentation
New communication
System improvements
Delivery improvements
Product or service improvements
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
A person who demonstrates competency in this unit must be able to provide advanced customer service.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessors must be satisfied that the candidate can competently and consistently perform all elements of the unit as specified by the criteria, including required knowledge, and be capable of applying the competency in new and different situations and contexts.
Context of and specific resources for assessment
This unit may be assessed on the job, off the job or a combination of both on and off the job. Where assessment occurs off the job, that is the candidate is not in productive work, then an appropriate simulation must be used where the range of conditions reflects realistic workplace situations. The competencies covered by this unit would be demonstrated by an individual working alone or as part of a team. The assessment environment should not disadvantage the candidate.
This unit could be assessed in conjunction with any other units addressing the safety, quality, communication, materials handling, recording and reporting associated with providing advanced customer service or other units requiring the exercise of the skills and knowledge covered by this unit.
Method of assessment
Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor's reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.
Guidance information for assessment
Replaces
State Code National Code Title Type
M0406 MEM16.3BA Advanced customer service Unit of competency
Replaced By
State Code National Code Title Type
OAV07 MEM16003 Provide advanced customer service Unit of competency