Unit of competency Outline

Date retreived
22/07/2026 8:16 PM AWST

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Identify and meet customer requirements

Identify and meet customer requirements

Unit of competency
National Code
TLII4022
State Code
AVI89
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
27/10/2020
View on TGA
State Implementation and Classification
Approved Date
23/02/2016
Field of Education
080501 - Sales
Original Release Date
23/02/2016
Nominal Hours
20
Description
This unit involves the skills and knowledge required to identify and meet customer requirements in accordance with regulatory and organisational needs.It includes identifying customer needs, delivering a service to customers and communicating customer needs with other members of the organisation.Work is performed under minimum supervision. It involves discretion and judgement for self and others in meeting customer and organisation needs.Work involves responsibility for the development of work plans and may include the provision of leadership of others, either individually or in teams.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Determine customer needs
  • 1.1 Customers are identified in accordance with business goals and shared objectives
  • 1.2 Appropriate questioning and active listening are used to fully determine customer needs
  • 1.3 Customer needs are assessed for urgency to identify priorities for service delivery
  • 1.4 Hazards are identified, risks assessed and control measures implemented
  • 1.5 Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options
  • 1.6 Personal limitations in addressing customer needs are identified and assistance is sought from designated persons as required
2 Deliver service to customers
  • 2.1 Communication is undertaken with customers in a clear, concise and courteous manner
  • 2.2 Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives
  • 2.3 Information and follow-up regarding problems and delays are provided within appropriate timeframes
  • 2.4 Opportunities to enhance the quality of service are identified and acted upon
3 Convey customer need within the organisation
  • 3.1 Outcomes of customer service interactions are communicated to appropriate persons in the organisation
  • 3.2 Relevant documentation is confirmed, completed and processed
  • 3.3 Feedback mechanisms are used to ensure continuous improvement of customer service outcomes
No information
No information
Replaces
State Code National Code Title Type
S8307 TLII4022A Identify and meet customer requirements Unit of competency