Unit of competency Outline

Date retreived
24/07/2026 7:35 AM AWST

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Provide customer service

Provide customer service

Unit of competency
National Code
AUMGCA001
State Code
WH947
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
12/12/2018
View on TGA
State Implementation and Classification
Approved Date
11/03/2014
Field of Education
080501 - Sales
Original Release Date
11/03/2014
Nominal Hours
16
Description
This unit describes the performance outcomes required to meet the needs and expectations of customers when delivering a service.It applies to those working in a range of contexts.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify customer needs
  • 1.1 Identify types of customers and their expectations and needs through consultation and negotiation
  • 1.2 Regularly identify and monitor customer needs through formal and informal communication channels to identify required services
  • 1.3 Assess current products and services against customer needs to determine the ability of the enterprise to meet them
2. Respond to customer needs
  • 2.1 Respond to customer requests in a timely and efficient manner
  • 2.2 Promote workplace services and products to the customer in a manner that assists the development of a positive and professional relationship
  • 2.3 Address customer dissatisfaction promptly according to workplace procedures
3. Evaluate service provided
  • 3.1 Evaluate service provided to the customer and take appropriate action to resolve any issues or complaints
  • 3.2 Seek feedback from customers on the product or service provided
  • 3.3 Document customer feedback according to workplace procedures
No information
No information
Replaces
State Code National Code Title Type
WE146 AUMGCA2001 Provide customer service Unit of competency