Unit of competency Outline
Date retreived
22/07/2026 3:40 PM AWST
22/07/2026 3:40 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.
Identify and meet customer requirements
Identify and meet customer requirements
Unit of competency
National Code
TLII4022A
TLII4022A
State Code
S8307
S8307
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
05/11/2014
Field of Education
080501 - Sales
Original Release Date
05/11/2014
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. Licensing, legislative or certification requirements may be applicable to this unit.
Notes
Elements and Performance Criteria
1 Identify customers and determine their needs
- 1.1 Customers and their needs 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 Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options
- 1.5 Personal limitations in addressing customer needs are identified and assistance is sought from designated persons where 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 Where applicable, information and follow-up regarding problems and delays are provided within appropriate timeframes
- 2.4 Whenever possible, opportunities to enhance the quality of service are identified and acted upon
3 Communicate to other members of the organisation
- 3.1 Outcomes of customer service interactions are communicated to appropriate persons in the organisation
- 3.2 Feedback mechanisms are used to ensure continuous improvement of customer service outcomes
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.
Customers may be:
internal or external, including:
emergency services
network access
contractors
other network operators
Depending on the type of organisation concerned and the local terminology used, organisational procedures may be known as:
company procedures
enterprise procedures
workplace procedures
established procedures
Information and documentation may include:
legislation, regulations and documentation relevant to business operations
regulations and policies relating to minimising risks to the environment and ensuring compliance with OH&S requirements
reports of accidents and incidents within regulatory requirements and organisational procedures
organisational guidelines on appropriate language and communication strategies and interpretation of relevant information
quality assurance procedures
Applicable regulations and legislation may include:
relevant regulations, standards and codes of practice
relevant federal, state and territory OH&S legislation
equal employment legislation and related policies
environmental protection regulations
dangerous goods and hazardous materials codes
relevant Australian standards and certification requirements
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Customers may be:
internal or external, including:
emergency services
network access
contractors
other network operators
Depending on the type of organisation concerned and the local terminology used, organisational procedures may be known as:
company procedures
enterprise procedures
workplace procedures
established procedures
Information and documentation may include:
legislation, regulations and documentation relevant to business operations
regulations and policies relating to minimising risks to the environment and ensuring compliance with OH&S requirements
reports of accidents and incidents within regulatory requirements and organisational procedures
organisational guidelines on appropriate language and communication strategies and interpretation of relevant information
quality assurance procedures
Applicable regulations and legislation may include:
relevant regulations, standards and codes of practice
relevant federal, state and territory OH&S legislation
equal employment legislation and related policies
environmental protection regulations
dangerous goods and hazardous materials codes
relevant Australian standards and certification requirements
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and/or equipment, and/or
applicable documentation, including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment, and/or
in an appropriate range of situations in the workplace
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and/or equipment, and/or
applicable documentation, including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment, and/or
in an appropriate range of situations in the workplace
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI89 | TLII4022 | Identify and meet customer requirements | Unit of competency |
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|---|---|---|---|
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| S794 | TLI42211 | Certificate IV in Rail Network Control | Qualification |
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| J806 | TLI42713 | Certificate IV in Tram/Light Rail Control | Qualification |