Unit of competency Outline

Date retreived
22/07/2026 12:08 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 and promote customer service

Provide and promote customer service

Unit of competency
National Code
NWPIRR051
State Code
AVY93
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/12/2015
View on TGA
State Implementation and Classification
Approved Date
15/04/2016
Field of Education
080509 - Public Relations
Original Release Date
15/04/2016
Nominal Hours
30
Description
This unit describes the skills required to respond effectively to the needs of internal and external customers by the application of the organisation’s standards and processes. The ability to solve problems, communicate effectively and seek opportunities to improve service to customers is essential to performance.This unit applies to those working as field staff with specific responsibility for the provision of customer service to customers and suppliers of the organisation.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to. Those undertaking this unit work under supervision, while performing routine tasks in familiar context.No licensing, legislative or certification requirements apply to unit at the time of publication.
Notes
Elements and Performance Criteria
1. Apply organisational customer service standards
  • 1.1 Check the organisation’s plans, policies and procedures relating to customer service and apply them.
  • 1.2 Explain the features, benefits and application of the organisation’s products and services to customers.
  • 1.3 Apply the organisation’s processes for handling customer queries, complaints and disputes.
  • 1.4 Apply effective communication techniques with different types of customers and situations.
  • 1.5 Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience.
  • 1.6 Use available resources to meet customer requirements and services.
2. Respond to customer needs and concerns
  • 2.1 Determine customer needs and expectations.
  • 2.2 Resolve customer concerns or complaints.
  • 2.3 Address customer needs or complaints clearly, politely and effectively.
  • 2.4 Refer customer concerns related to organisational liability to appropriate persons or departments.
  • 2.5 Complete documentation.
3. Contribute to customer service standards
  • 3.1 Identify and explain opportunities to improve services or processes to team members.
  • 3.2 Review personal work performance to improve services to customers.
  • 3.3 Record evidence of customer issues and report to team members.
  • 3.4 Contribute to the development, and improvement of quality service policies and standards.
No information
No information
Replaces
State Code National Code Title Type
D1890 NWP300B Provide and promote customer service Unit of competency
Replaced By
State Code National Code Title Type
OBO13 NWPGEN026 Provide and promote customer service Unit of competency