Unit of competency Outline
Date retreived
22/07/2026 8:09 PM AWST
22/07/2026 8:09 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.
Apply customer service skills
Apply customer service skills
Unit of competency
National Code
TLII1002
TLII1002
State Code
AVI97
AVI97
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
23/02/2016
Field of Education
080501 - Sales
Original Release Date
23/02/2016
Nominal Hours
20
Description
This unit involves the skills and knowledge required to apply routine customer service skills in accordance with workplace standards and procedures. 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 Customer inquiries are responded to courteously and efficiently by phone and face-to-face
- 1.2 Questions are used to clarify customer needs or concerns
- 1.3 Assistance from other staff is sought when customer inquiries cannot be fully answered
- 1.4 Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs
- 1.5 Customer inquiries and associated action are recorded and reported in accordance with workplace procedures
2 Monitor customer satisfaction
- 2.1 Customer is greeted cordially in accordance with workplace procedures
- 2.2 Customer requirements are dealt with according to workplace procedures
- 2.3 Special needs are addressed in accordance with workplace policies
- 2.4 Appropriate feedback is provided to managers and internal and/or external customers
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D5163 | TLII1002A | Apply customer service skills | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| ODQ06 | TLII0005 | Apply customer service skills | Unit of competency |