Unit of competency Outline
Date retreived
22/07/2026 10:21 PM AWST
22/07/2026 10:21 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.
Manage customer service
Manage customer service
Unit of competency
National Code
TLII1807B
TLII1807B
State Code
S5768
S5768
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
28/02/2008
Field of Education
080501 - Sales
Original Release Date
28/02/2008
Nominal Hours
50
Description
Notes
Elements and Performance Criteria
No information
Appropriate systems may include:
quality management
customer feedback/response
Customer service standards and plans may include:
response times/delivery times
protocols to which staff are trained to provide consistent quality service
quality specifications
Documentation and records may include:
quality assurance procedures
emergency procedures
customer surveys, lists of complaints, reports from staff in relation to customers
Applicable legislation and regulations may include:
Australian legislation, regulations and codes of practice, including consumer protection legislation
workplace relations regulations
quality management
customer feedback/response
Customer service standards and plans may include:
response times/delivery times
protocols to which staff are trained to provide consistent quality service
quality specifications
Documentation and records may include:
quality assurance procedures
emergency procedures
customer surveys, lists of complaints, reports from staff in relation to customers
Applicable legislation and regulations may include:
Australian legislation, regulations and codes of practice, including consumer protection legislation
workplace relations regulations
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of, and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and/or equipment, and/or
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through appropriately simulated activities at the registered training organisation, and/or
in an appropriate range of situations in the workplace
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of, and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and/or equipment, and/or
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through appropriately simulated activities at the registered training organisation, and/or
in an appropriate range of situations in the workplace
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D5179 | TLII5018A | Manage customer service | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S562 | TLI50107 | Diploma of Logistics | Qualification |