Unit of competency Outline

Date retreived
22/07/2026 12:00 PM 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 customer service and education

Provide customer service and education

Unit of competency
National Code
ICPSU464C
State Code
D3278
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
05/07/2010
View on TGA
State Implementation and Classification
Approved Date
10/09/2014
Field of Education
080501 - Sales
Original Release Date
10/09/2014
Nominal Hours
50
Description
This unit describes the performance outcomes, skills and knowledge required to liaise with customers and clients to ensure satisfactory provision of printed products or services.
Notes
Elements and Performance Criteria
1. Establish and maintain a positive relationship with the client
  • 1.1. Rapport with client is built and maintained according to accepted business practices
  • 1.2. Opportunities to provide additional services to client are identified
  • 1.3. Client is advised of input requirements and restraints for relevant processes
2. Manage customer expectations
  • 2.1. Match customer needs and expectations with production process requirements
  • 2.2. Job requirements are clarified with client and compared with quote/estimate
  • 2.3. Information and clarifications are passed between client and technical staff
  • 2.4. Job specifications and job parameters are used to define appropriate production procedures and processes
  • 2.5. Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated
  • 2.6. Project is evaluated and feedback provided to client as agreed or according to enterprise customer service practices
  • 2.7. Preliminary proof and contract proof are distinguished according to enterprise standards and that is communicated to the client
  • 2.8. Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in the production process
  • 2.9. Job information (eg work orders, quotes, job tickets) is documented and compiled
3. Manage project budget and timeline
  • 3.1. Client requested changes are monitored and documented and the impact on budget and timeline is communicated to the client
  • 3.2. The client is advised on alternative production techniques
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.
Range of processes may include:
all printing processes.
Customers may include:
internal
external.
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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
effectively managing customer expectations and making client aware of the stages and scheduling of production. Effective customer service
demonstrate an ability to find and use information relevant to the task from a variety of information sources
provide a portfolio covering a month that demonstrates all paperwork has been completed correctly, jobs are completed within budgets, customers' expectations are met eg by providing written or oral reports or examining work error reports
evidence for assessment may be gathered from assessment of the unit of competency alone or through an integrated assessment activity.

Context of and specific resources for assessment
Assessment must ensure:
assessment may take place on the job, off the job or a combination of these. Off the job assessment must be undertaken in a closely simulated workplace environment.

Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.

Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaces
State Code National Code Title Type
D0528 ICPSU464B Provide customer service and education Unit of competency
Replaced By
State Code National Code Title Type
AUO55 ICPSUP464 Provide customer service and education Unit of competency