Unit of competency Outline
Date retreived
23/07/2026 12:30 AM AWST
23/07/2026 12:30 AM 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.
Apply customer service skills
Apply customer service skills
Unit of competency
National Code
TLII0005
TLII0005
State Code
ODQ06
ODQ06
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
14/03/2022
Field of Education
080501 - Sales
Original Release Date
14/03/2022
Nominal Hours
20
Description
This unit involves the skills and knowledge required to apply customer service skills. It includes dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs.It involves implementing customer service principles and procedures in day-to-day interactions with internal and external customers as part of workplace operations.Work is performed under supervision. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Deal with customer inquiries
- 1.1 Relevant legislation and workplace procedures are identified and followed
- 1.2 Customer is greeted cordially in accordance with workplace procedures
- 1.3 Customer inquiries are responded to courteously and efficiently in accordance with workplace procedures
- 1.4 Questions are used to clarify customer needs or concerns
- 1.5 Assistance from appropriate personnel is sought when customer inquiries cannot be fully answered
- 1.6 Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs
- 1.7 Customer inquiries and associated action are recorded and reported in accordance with workplace procedures
2 Monitor customer satisfaction
- 2.1 Customer requirements and solutions are monitored in accordance with workplace procedures
- 2.2 Appropriate feedback is sought from customer to ensure satisfaction
- 2.3 Appropriate feedback is provided to internal and/or external customers
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI97 | TLII1002 | Apply customer service skills | Unit of competency |