Unit of competency Outline

Date retreived
23/07/2026 5:12 AM AWST

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Provide and promote customer service

Provide and promote customer service

Unit of competency
National Code
NWPGEN026
State Code
OBO13
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
04/02/2020
View on TGA
State Implementation and Classification
Approved Date
15/06/2020
Field of Education
080509 - Public Relations
Original Release Date
15/06/2020
Nominal Hours
30
Description
This unit involves the skills and knowledge required to provide and promote customer service.It includes responding effectively to the needs of internal and external customers by the application of the organisation’s standards and processes. The ability to solve problems, communicate effectively and seek opportunities to improve service to customers is essential to performance.This unit applies to those working as field staff with specific responsibility for the provision of customer service to customers and suppliers of the organisation. Those undertaking this unit work under supervision, while performing routine tasks in a familiar context.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Apply customer service standards
  • 1.1 Identify and apply customer service policies and procedures
  • 1.2 Use effective communication to inform customers of available choices
  • 1.3 Apply relevant workplace processes for handling customer queries, complaints and disputes
  • 1.4 Apply effective communication techniques with customers and stakeholders
  • 1.5 Participate in team and work activities to address customer expectations and minimise inconvenience according to workplace procedures
  • 1.6 Use available resources to address customer requirements and services
2 Respond to customer needs and concerns
  • 2.1 Determine customer needs and expectations
  • 2.2 Address customer needs or complaints clearly, politely and effectively
  • 2.3 Refer customer concerns related to organisational liability to appropriate personnel
3 Contribute to customer service standards
  • 3.1 Review work performance to improve services to customers
  • 3.2 Record evidence of customer issues, document and report to appropriate personnel
No information
No information
Replaces
State Code National Code Title Type
AVY93 NWPIRR051 Provide and promote customer service Unit of competency