Unit of competency Outline

Date retreived
23/07/2026 1:24 PM AWST

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Coordinate customer service and networking activities

Coordinate customer service and networking activities

Unit of competency
National Code
AHCMER401A
State Code
D7038
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
10/06/2011
View on TGA
State Implementation and Classification
Approved Date
13/12/2011
Field of Education
080501 - Sales
Original Release Date
13/12/2011
Nominal Hours
30
Description
This unit covers coordinating customer service and networking activities and defines the standard required to: access and apply customer service policies and procedures; respond to customer feedback and complaints; develop and use networks to source goods and services; provide value for the customer in sourcing and supplying goods and services; maintain records of customer feedback and interactions.
Notes
Elements and Performance Criteria
1. Contribute to quality customer standards
  • 1.1. Customer service standards are accessed, interpreted, applied and monitored in the workplace in accordance with enterprise policies and procedures.
  • 1.2. Contributions are made to the development, refinement and improvement of service policies, standards and processes.
2. Implement customer service systems
  • 2.1. All personnel are encouraged to consistently implement customer service systems.
  • 2.2. Customer feedback is reviewed in consultation with appropriate personnel and is analysed when improving work practices.
  • 2.3. Customer service complaints are identified and adjustments made to ensure continued service quality.
  • 2.4. Adjustments are communicated to all those involved in service delivery within appropriate time frames.
  • 2.5. Delivery of services/products is coordinated and managed to ensure they effectively and efficiently meet agreed quality standards.
3. Manage networks to ensure customer needs are addressed
  • 3.1. Effective regular communication is established with customers.
  • 3.2. Relevant networks are established, maintained and expanded to ensure appropriate referral of customers to products/services from within and outside the organization.
  • 3.3. Procedures are put in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available.
  • 3.4. Procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services.
  • 3.5. Records of customer interaction are maintained in accordance with organisational procedures.
RANGE STATEMENT
The range statement relates to the unit of competency as a whole.
Internal and external customers may include:
customers with routine or special requests
regular and new customers
people from a range of social, cultural or ethnic backgrounds
people with varying physical and mental abilities.
Relevant networks may include:
agricultural or horticultural manufacturers and suppliers
industry associations
internal and external customers
government agencies and departments
specific interest or support groups
advisory committees
lobby groups
research bodies.
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 evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:
access and apply customer service policies and procedures
respond to customer feedback and complaints
develop and use networks to source goods and services
provide value for the customer in sourcing and supplying goods and services
maintain records of customer feedback and interactions.
Context of and specific resources for assessment
Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.
Replaces
State Code National Code Title Type
S3441 RTE4812A Co-ordinate customer service and networking activities Unit of competency
Replaced By
State Code National Code Title Type
BAO16 AHCMER401 Coordinate customer service and networking activities Unit of competency