Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII207D Mapping and Delivery Guide
Apply customer service skills
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | TLII207D - Apply customer service skills |
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Description | This unit involves the skills and knowledge required to apply routine customer service skills to relevant workplace operations including dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs. | ||
Employability Skills | The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this competency is packaged will assist in identifying employability skill requirements. | ||
Learning Outcomes and Application | Work must be must be carried out in accordance with workplace standards and procedures for the provision of customer service.Work is performed under supervision. It involves the application of established routine customer service principles and procedures to day-to-day interactions with internal and external customers during workplace operations. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
Competency Field |
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 |
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Element: Monitor customer satisfaction |
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