Unit of competency Outline

Date retreived
23/07/2026 4:53 AM AWST

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Deliver a professional service to customers

Deliver a professional service to customers

Unit of competency
National Code
FNSCUS403
State Code
AUQ84
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
080501 - Sales
Original Release Date
16/09/2015
Nominal Hours
30
Description
This unit describes the skills and knowledge needed for understanding, clarifying and meeting customers’ needs and expectations and those functions associated with the provision of a quality and professional service to customers.It applies to individuals providing day-to-day customer service in a financial services environment.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Project positive organisational image
  • 1.1 Communicate with customers in a courteous and helpful manner appropriate to relationship and purpose of interaction
  • 1.2 Follow organisation’s standards and philosophy regarding presentation at all times
2. Identify customer needs and expectations
  • 2.1 Clarify customers’ needs and expectations
  • 2.2 Identify and consider special requirements of customers when providing service
3. Provide customer service
  • 3.1 Provide information based on knowledge of products and/or services to satisfy customer needs
  • 3.2 Source information if not immediately available and/or refer customers to appropriate personnel
  • 3.3 Seek confirmation from customers that needs and, where practical, expectations have been met
  • 3.4 Record customer service feedback and provide to appropriate personnel to assist in evaluating if customer service needs have been met
4. Maintain customer confidentiality
  • 4.1 Discuss customer related business only in context of workplace
  • 4.2 Refrain from releasing customer information except as indicated in organisational policy, procedures and relevant legislation
No information
No information
Replaces
State Code National Code Title Type
WC235 FNSCUS403A Deliver a professional service to customers Unit of competency