Unit of competency Outline

Date retreived
22/07/2026 6:21 PM AWST

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Manage customer service

Manage customer service

Unit of competency
National Code
TLII5018
State Code
AVI88
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
19/10/2015
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
50
Description
This unit involves the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry. It includes planning to meet internal and external customer requirements, ensuring delivery of quality products/services and monitoring, adjusting and reporting customer service to improve the provision of products/services.The unit generally applies to those who lead individuals or teams.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Plan to meet internal and external customer requirements
  • 1.1 Customer needs are researched, clarified, assessed and included in the planning process
  • 1.2 Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures
2 Ensure delivery of quality products/services
  • 2.1 Products/services are delivered to customer specifications in accordance with the organisational business plan
  • 2.2 Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards
  • 2.3 Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards
  • 2.4 Resources are used effectively and efficiently to provide quality products/services to customers
3 Monitor, adjust and report customer service
  • 3.1 Organisational systems and technology are used to monitor progress in achieving product/service targets and standards
  • 3.2 Customer feedback is sought and used to improve the provision of products/services
  • 3.3 Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups
  • 3.4 Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes
No information
No information
Replaces
State Code National Code Title Type
D5179 TLII5018A Manage customer service Unit of competency