Unit of competency Outline
Date retreived
22/07/2026 10:13 AM AWST
22/07/2026 10:13 AM 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.
Provide quality service to customers
Provide quality service to customers
Unit of competency
National Code
CUECOR03B
CUECOR03B
State Code
D1632
D1632
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
08/03/2012
Field of Education
080501 - Sales
Original Release Date
08/03/2012
Nominal Hours
20
Description
This unit describes the interpersonal, communication and customer service skills required to establish rapport with customers. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Communicate with the customer
- 1.1. Conduct communication with customers and colleagues in a polite, professional and friendly manner
- 1.2. Use language and tone appropriate to a given situation in both written and spoken communication
- 1.3. Use appropriate non-verbal communication in all situations
- 1.4. Observe and take into consideration non-verbal communication of colleagues and customers
- 1.5. Show sensitivity to cultural and social differences when communicating with others
- 1.6. Use active listening and questioning to facilitate effective two-way communication
- 1.7. Identify potential and existing conflicts and seek solutions in conjunction with parties involved
2. Maintain personal presentation standards
- 2.1. Practise high standards of personal presentation in accordance with: enterprise requirements, work location, occupational health and safety issues, impacts on different types of customers, and specific requirements for particular work functions
3. Provide service to customers
- 3.1. Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information
- 3.2. Meet all reasonable needs and requests of customers within organisational guidelines and timeframes
- 3.3. Identify and take all opportunities to enhance the quality of service
4. Respond to customer complaints
- 4.1. Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisational procedures
- 4.2. Handle customer complaints positively, sensitively and politely and in consultation with the customer
- 4.3. Use appropriate techniques to avoid escalation of the complaint
- 4.4. Refer escalated complaints to the appropriate person if resolution falls outside individual level of responsibility and organisational policy and procedures
- 4.5. Maintain a positive and cooperative manner at all times
RANGE STATEMENT
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.
Customers may include:
event organisers
outside contractors
theatre/cinema/event patrons
those from a range of cultural customs/backgrounds
venue hirers
workmates/colleagues
Situations and contexts where customer service is provided may include:
back-of-house
front-of-house
in an office
reception area
Oral communications tasks include:
asking questions to gain information, clarify ambiguities and adequately understand requirements
asking the right questions to elicit customer special needs
empathising with the customer situation while upholding venue or hirer policy
negotiating outcomes where points of view differ
providing information accurately in plain English with sensitivity to the needs of people from a range of cultural and linguistic backgrounds and people with intellectual or physical disabilities
rephrasing and repeating questions, requests and statements to confirm they have been correctly understood
responding to instructions
speaking clearly to be understood and listening carefully to understand
Non-verbal communication may include:
body language
culturally specific communication customs and practices
dress and accessories
gestures and mannerisms
use of space
voice tonality and volume
Personal presentation may include:
dress
hair and grooming
hands and nails
jewellery
use of safety items
use of uniform
Customers with special needs may include:
aged people
first-time patrons
groups
infants
parents with young children
pregnant women
school groups
those with a disability
those with special or cultural needs
unaccompanied children
VIPs
Organisational guidelines may include:
addressing the person by name
modes of greeting and farewelling
time-lapse before a response.
Customers with special needs may require:
hearing assistance
special seating
translation assistance
wheelchair access.
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.
Customers may include:
event organisers
outside contractors
theatre/cinema/event patrons
those from a range of cultural customs/backgrounds
venue hirers
workmates/colleagues
Situations and contexts where customer service is provided may include:
back-of-house
front-of-house
in an office
reception area
Oral communications tasks include:
asking questions to gain information, clarify ambiguities and adequately understand requirements
asking the right questions to elicit customer special needs
empathising with the customer situation while upholding venue or hirer policy
negotiating outcomes where points of view differ
providing information accurately in plain English with sensitivity to the needs of people from a range of cultural and linguistic backgrounds and people with intellectual or physical disabilities
rephrasing and repeating questions, requests and statements to confirm they have been correctly understood
responding to instructions
speaking clearly to be understood and listening carefully to understand
Non-verbal communication may include:
body language
culturally specific communication customs and practices
dress and accessories
gestures and mannerisms
use of space
voice tonality and volume
Personal presentation may include:
dress
hair and grooming
hands and nails
jewellery
use of safety items
use of uniform
Customers with special needs may include:
aged people
first-time patrons
groups
infants
parents with young children
pregnant women
school groups
those with a disability
those with special or cultural needs
unaccompanied children
VIPs
Organisational guidelines may include:
addressing the person by name
modes of greeting and farewelling
time-lapse before a response.
Customers with special needs may require:
hearing assistance
special seating
translation assistance
wheelchair access.
EVIDENCE GUIDE
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
The following evidence is critical to the judgement of competence in this unit:
understanding of communication and customer service and its importance in the context of the cultural industries
ability to communicate effectively with customers, including those with special needs, within the range of situations required for the relevant job role
ability to respond effectively to a range of different customer service situations.
Context of and specific resources for assessment
The assessment context must provide for:
practical demonstration of communication skills through interaction with others
project or work activities that allow the candidate to respond to multiple and varying customer service and communication situations relevant to the job role.
Method of assessment
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate carrying out work tasks involving dealing with customers
role plays about communication situations and dealing with conflicts and misunderstandings
oral or written questioning about effective communication and personal presentation
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Guidance information for assessment
Assessment of this unit requires access to:
typical organisational customer service policies and procedures.
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
The following evidence is critical to the judgement of competence in this unit:
understanding of communication and customer service and its importance in the context of the cultural industries
ability to communicate effectively with customers, including those with special needs, within the range of situations required for the relevant job role
ability to respond effectively to a range of different customer service situations.
Context of and specific resources for assessment
The assessment context must provide for:
practical demonstration of communication skills through interaction with others
project or work activities that allow the candidate to respond to multiple and varying customer service and communication situations relevant to the job role.
Method of assessment
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate carrying out work tasks involving dealing with customers
role plays about communication situations and dealing with conflicts and misunderstandings
oral or written questioning about effective communication and personal presentation
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Guidance information for assessment
Assessment of this unit requires access to:
typical organisational customer service policies and procedures.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C7281 | CUECOR03A | Provide quality service to customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D647 | CUV30411 | Certificate III in Arts Administration | Qualification |
| D696 | CUL40111 | Certificate IV in Library, Information and Cultural Services | Qualification |
| C722 | CUL20104 | Certificate II in Library-Information Services | Qualification |
| C723 | CUL30104 | Certificate III in Library-Information Services | Qualification |
| C672 | CUE20103 | Certificate II in Live Production, Theatre and Events | Qualification |
| C687 | CUE40403 | Certificate IV in Venues and Events (Customer Service) | Qualification |
| C686 | CUE30303 | Certificate III in Venues and Events (Customer Service) | Qualification |