Unit of competency Outline

Date retreived
22/07/2026 4:01 PM AWST

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Deliver customer service

Deliver customer service

Unit of competency
National Code
PMC562081
State Code
BAG95
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
22/06/2016
View on TGA
State Implementation and Classification
Approved Date
05/08/2016
Field of Education
080509 - Public Relations
Original Release Date
05/08/2016
Nominal Hours
20
Description
This unit of competency covers the skills and knowledge required to deliver customer service in the workplace. It applies to customers within the organisation and external customers, for example, where the operator takes orders or delivers product. This unit of competency applies to operators who are required to identify customer requirements, ensure products meet customer requirements, deal with customer requests and identify areas for improvement. This unit of competency applies to an individual working alone or as part of a team or group and working in liaison with other shift team members, team leader and supervisor, as appropriate.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Identify customer requirements
  • 1.1 Identify company/team objectives and key performance indicators (KPIs) in meeting internal and external customer requirements
  • 1.2 Explain the role of the quality system in meeting customer requirements
  • 1.3 Identify the role of the individual and the team in meeting these requirements
2 Respond to customer requirements
  • 2.1 Use effective questioning and listening techniques to identify customer requirements
  • 2.2 Use quality assurance systems to ensure products and services meet customer requirements
  • 2.3 Display a helpful and courteous attitude when responding to customer enquiries
  • 2.4 Ensure up to date advice and product knowledge is supplied to customers
  • 2.5 Deal with all customer requests in a timely manner
  • 2.6 Complete all company documentation/records
  • 2.7 Follow up customer requests and provide feedback to customers
3 Improve customer service
  • 3.1 Identify methods of improving customer service and make recommendations to appropriate personnel for improvements
  • 3.2 Implement improvements in customer service
  • 3.3 Provide reports and appropriate feedback in accordance with company requirements
No information
No information
Replaces
State Code National Code Title Type
WA990 PMC562081B Deliver customer service Unit of competency
Replaced By
State Code National Code Title Type
OAF44 MSMPMC326 Deliver customer service Unit of competency