Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII1002 Mapping and Delivery Guide
Apply customer service skills
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | TLII1002 - Apply customer service skills |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit involves the skills and knowledge required to apply routine customer service skills in accordance with workplace standards and procedures. It includes dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs. It involves implementing customer service principles and procedures in day-to-day interactions with internal and external customers as part of workplace operations.Work is performed under supervision. No licensing, legislative or certification requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations, current at the time of assessment. As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations, current at the time of assessment. Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions. Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate. Resources for assessment include: a range of relevant exercises, case studies and/or other simulations relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry applicable documentation including workplace procedures, regulations, codes of practice and operation manuals. |
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Prerequisites/co-requisites | |||
Competency Field | I ‒ Customer Service |
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: Deal with customer inquiries | ||||||||
Element: Customer inquiries are responded to courteously and efficiently by phone and face-to-face | ||||||||
Element: Questions are used to clarify customer needs or concerns | ||||||||
Element: Assistance from other staff is sought when customer inquiries cannot be fully answered | ||||||||
Element: Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs | ||||||||
Element: Customer inquiries and associated action are recorded and reported in accordance with workplace procedures | ||||||||
Element: Monitor customer satisfaction | ||||||||
Element: Customer is greeted cordially in accordance with workplace procedures | ||||||||
Element: Customer requirements are dealt with according to workplace procedures | ||||||||
Element: Special needs are addressed in accordance with workplace policies | ||||||||
Element: Appropriate feedback is provided to managers and internal and/or external customers |