Unit of competency Outline

Information current as of
20/10/2026 9:31 AM AWST

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Provide quality customer service

Provide quality customer service

Unit of competency
National Code
AVII3011A
State Code
WB791
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/07/2008
View on TGA
State Implementation and Classification
Approved Date
09/11/2012
Original Release Date
18/07/2008
Nominal Hours
20
Field of Education
080501 - Sales
Description
This unit involves the skills and knowledge required to appreciate the importance of the customer and deliver high quality customer service. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
General notes
N/A
Elements and Performance Criteria
1Identify and assess the needs and expectations of customers
  • 1.1 Different types of customers are accurately identified according to age, personality and cultural background
  • 1.2 Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided
2Deliver high quality service
  • 2.1 Customers are greeted in a polite and friendly manner
  • 2.2 Trust, goodwill and satisfaction are developed through appropriate communication strategies
  • 2.3 Customer requests are met whenever possible and within reasonable limits
  • 2.4 Customer service is delivered in a manner that is appropriate to customer s cultural/religious background
  • 2.5 Customer dissatisfaction is promptly recognised and necessary action to resolve the problem is taken
  • 2.6 Potential problems are anticipated and action is taken to minimise the effect on customer satisfaction
  • 2.7 Opportunities to enhance the delivery of quality customer service are identified and appropriate actions, such as offers of assistance, building of rapport, and intuitive identification of unstated customer needs, are implemented
  • 2.8 Non-verbal communication is used appropriately
3Deal with difficult customer situations
  • 3.1 Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner that is appropriate to the customer s cultural background
  • 3.2 The nature and details of the customer s complaints are established and agreed upon
  • 3.3 Action to resolve the customer s complaint to their satisfaction is taken whenever possible and within the appropriate level of responsibility
  • 3.4 Unresolved customer complaints are referred to a higher authority
  • 3.5 All associated documentation is accurately and legibly completed in accordance with workplace procedures
4Provide service to customers with special needs
  • 4.1 Customers with special needs are promptly and discreetly identified
  • 4.2 Customers are informed of special services and amenities appropriate to their needs
  • 4.3 Service is appropriately adjusted according to the needs of the customer
  • 4.4 Unaccompanied minors are provided with extra service appropriate to their needs according to company policy
5Provide service to customers with physical disabilities
  • 5.1 Customers with physical disabilities are identified and appropriately responded to
  • 5.2 Customers are informed of special services and amenities appropriate to their needs
  • 5.3 Service is appropriately adjusted according to the physical needs of the customer and may include special services including moving, feeding and toileting
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