Unit of competency Outline

Date retreived
23/07/2026 12:14 AM AWST

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Provide customer service to telecommunications customers

Provide customer service to telecommunications customers

Unit of competency
National Code
ICTWOR308
State Code
OBA33
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
30/08/2019
View on TGA
State Implementation and Classification
Approved Date
27/11/2019
Field of Education
080501 - Sales
Original Release Date
27/11/2019
Nominal Hours
35
Description
This unit describes the skills and knowledge required to deliver all aspects of customer service relevant to the telecommunications industry. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.It applies to technicians who perform a range of tasks in a defined context under supervision or as part of a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Establish contact with customers
  • 1.1 Greet customer in a professional, courteous and concise manner according to enterprise requirements
  • 1.2 Maintain personal presentation according to enterprise requirements
  • 1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
  • 1.4 Respond appropriately to customer requests and use effective communication strategies that reflect customer support needs
  • 1.5 Establish rapport with customer by expressing a genuine interest in customer requirements
2. Identify telecommunications installation requirements
  • 2.1 Use active listening and questioning techniques to clarify installation requirements
  • 2.2 Identify details of existing and proposed telecommunications and/or cabling work
  • 2.3 Establish intended uses of equipment and associated cabling requirements
  • 2.4 Discuss benefits and disadvantages of alternative cabling or equipment as required
  • 2.5 Convey information respectfully and clearly
3. Identify installation locations
  • 3.1 Assess potential locations to ensure accuracy of installation
  • 3.3 Propose locations and confirm with customer
  • 3.4 Review existing plans and verify that proposed locations match enterprise preferred locations
  • 3.5 Scope activities to avoid work, health and safety (WHS) hazards
4. Deliver service/s to customers
  • 4.1 Establish availability, security, safety and other constraints on use of existing systems
  • 4.2 Communicate information according to enterprise code of conduct
  • 4.3 Implement enterprise procedures to install equipment and/or cabling according to industry standards and manufacturer specifications
5. Work as a team to provide customer service
  • 5.1 Acknowledge workplace team in providing customer service
  • 5.2 Agree on and establish a set of team goals and procedures in providing customer service
  • 5.3 Contribute to and support other team member goals to achieve quality customer service outcomes
  • 5.4 Review team goals and processes, as part of the team, to ensure continuous improvement of services provided to customers
6. Process customer feedback
  • 6.1 Seek, recognise and acknowledge customer feedback in order to improve personal performance and/or behaviour
  • 6.2 Respond according to enterprise procedures and legislative requirements
  • 6.3 Identify unmet needs and evaluate suitable ways to action feedback
  • 6.4 Assist customers to contact other services according to enterprise policies and procedures
7. Finalise customer interaction
  • 7.1 Complete all required documents promptly and accurately according to enterprise policies and procedures
  • 7.2 File completed documentation according to enterprise policies and procedures
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