Unit of competency Outline

Date retreived
23/07/2026 5:18 AM AWST

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Perform internal/external customer service

Perform internal/external customer service

Unit of competency
National Code
MEM16004
State Code
OAV06
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
26/06/2019
View on TGA
State Implementation and Classification
Approved Date
24/01/2020
Field of Education
080501 - Sales
Original Release Date
24/01/2020
Nominal Hours
18
Description
This unit of competency defines the skills and knowledge required to provide assistance to internal and external customers across a range of products and services. Typical applications of this unit would be found in service and design departments and include taking one-off or special orders requiring detailed descriptions or handling of complaints.This unit should not be selected when Unit MEM16003 Provide advanced customer service has already been selected.No licensing, legislative or certification requirements apply to this unit at the time of publication. Band: AUnit Weight: 2
Notes
Elements and Performance Criteria
1 Identify customer requirements
  • 1.1 Follow standard operating procedures and comply with work health and safety (WHS) requirements at all times
  • 1.2 Identify customer requirements from verbal or written communication
  • 1.3 Determine product/service availability to meet customer requirements
  • 1.4 Communicate clearly the degree to which customer requirements can be met and propose alternatives for any inability to completely satisfy customer requirements
  • 1.5 Use communication skills to provide positive customer experience
  • 1.6 Complete documentation to record customer details and order requirements
2 Action customer requirements
  • 2.1 Take appropriate action to implement customer requirements
  • 2.2 Record products and services provided to customer and complete require workplace documentation
3 Handle customer issues
  • 3.1 Receive complaint information to ensure a thorough understanding of customer issue
  • 3.2 Determine required action and address or refer matter to appropriate personnel
  • 3.3 Record and follow up customer requirements not able to be met
No information
No information
Replaces
State Code National Code Title Type
W5546 MEM16004B Perform internal/external customer service Unit of competency