Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
MEM16004 Mapping and Delivery Guide
Perform internal/external customer service
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | MEM16004 - Perform internal/external customer service |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit of competency defines the skills and knowledge required to provide assistance to internal and external customers across a range of products and services. Typical applications of this unit would be found in service and design departments and include taking one-off or special orders requiring detailed descriptions or handling of complaints.This unit should not be selected when Unit MEM16003 Provide advanced customer service has already been selected.No licensing, legislative or certification requirements apply to this unit at the time of publication. Band: AUnit Weight: 2 | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
Competency Field | Communication |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Identify customer requirements |
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Element: Identify customer requirements from verbal or written communication | ||||||||
Element: Determine product/service availability to meet customer requirements | ||||||||
Element: Communicate clearly the degree to which customer requirements can be met and propose alternatives for any inability to completely satisfy customer requirements | ||||||||
Element: Use communication skills to provide positive customer experience | ||||||||
Element: Complete documentation to record customer details and order requirements | ||||||||
Element: Action customer requirements |
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Element: Record products and services provided to customer and complete require workplace documentation | ||||||||
Element: Handle customer issues |
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Element: Determine required action and address or refer matter to appropriate personnel | ||||||||
Element: Record and follow up customer requirements not able to be met |