Unit of competency Outline
Date retreived
22/07/2026 1:27 PM AWST
22/07/2026 1:27 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.
Deliver a professional service to customers
Deliver a professional service to customers
Unit of competency
National Code
FNSCUS403A
FNSCUS403A
State Code
WC235
WC235
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
080501 - Sales
Original Release Date
29/07/2014
Nominal Hours
30
Description
This unit describes the knowledge and skills needed for understanding, clarifying and meeting customer’s needs and expectations and those functions associated with the provision of a quality and professional service to customers.
Notes
Elements and Performance Criteria
1. Project a positive organisational image
- 1.1 Communication with customers is courteous, helpful and appropriate to the relationship and the purpose of the interaction
- 1.2 Presentation is at all times consistent with the organisation’s standards and philosophy
2. Identify customer needs and expectations
- 2.1 Customer’s needs and expectations are clarified
- 2.2 Special requirements of customers are identified and considered when providing service
3. Provide customer service
- 3.1 Information based on knowledge of products and/or services is provided to satisfy customer’s needs
- 3.2 Information, if not immediately available, is sourced and/or customer referred to appropriate personnel
- 3.3 Confirmation is sought from customer that needs and, where practical, expectations have been met
- 3.4 Customer service feedback is recorded and provided to appropriate personnel to assist in evaluating whether customer service needs have been met
4. Maintain customer confidentiality
- 4.1 Customer related business is discussed only in the context of the workplace
- 4.2 Customer information is not released except as indicated in organisation policies, procedures and relevant legislation
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Special requirements of customers may include:
the needs of people from different cultural backgrounds and/or ages
those with a disability
those with specific financial needs or considerations.
Customer confidentiality may include:
any requirements under legislation such as legislation relating to Consumer Credit and Privacy
standards described by the organisation’s policies and procedures.
Organisational policies, procedures and relevant legislation may include:
Consumer legislation, regulation and policy
Competition
Australian Competition and Consumer Commission (ACCC)
Prudential
Credit Reference Association of Australia (CRAA)
Electronic Funds Transfer (EFT) Code of Conduct
Financial Transaction Reports Act
Cheques and Payment Orders Act
Bills of Exchange Act.
Special requirements of customers may include:
the needs of people from different cultural backgrounds and/or ages
those with a disability
those with specific financial needs or considerations.
Customer confidentiality may include:
any requirements under legislation such as legislation relating to Consumer Credit and Privacy
standards described by the organisation’s policies and procedures.
Organisational policies, procedures and relevant legislation may include:
Consumer legislation, regulation and policy
Competition
Australian Competition and Consumer Commission (ACCC)
Prudential
Credit Reference Association of Australia (CRAA)
Electronic Funds Transfer (EFT) Code of Conduct
Financial Transaction Reports Act
Cheques and Payment Orders Act
Bills of Exchange Act.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
apply a range of communication skills and the knowledge of products, services and legislation to interact with customers and provide good service
give consideration of, and adaptation to, any special needs of customers, including cultural, ethnic origin, socio-economic status and demographic needs.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisational records
access to organisational policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
simulated tasks involving preparation of reports from supplied data
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work.
Guidance information for assessment
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
apply a range of communication skills and the knowledge of products, services and legislation to interact with customers and provide good service
give consideration of, and adaptation to, any special needs of customers, including cultural, ethnic origin, socio-economic status and demographic needs.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisational records
access to organisational policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
simulated tasks involving preparation of reports from supplied data
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work.
Guidance information for assessment
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9730 | FNSICCUS401B | Deliver a professional service to customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ84 | FNSCUS403 | Deliver a professional service to customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D775 | FNS41512 | Certificate IV in Life Insurance | Qualification |