Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII5018A Mapping and Delivery Guide
Manage customer service
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | TLII5018A - Manage customer service |
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Description | This unit involves the skills and knowledge required to manage customer service. It includes planning to meet internal and external customer requirements; ensuring delivery of quality products/services; and monitoring, adjusting and reporting customer service. Licensing, legislative, regulatory or certification requirements are applicable to this unit. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Work may be undertaken in various contexts within the transport and distribution industry.The unit generally applies to those who provide leadership of others individually or in teams.This unit is normally packaged at AQF V or above. | ||
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: Plan to meet internal and external customer requirements |
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Element: Ensure delivery of quality products/services |
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Element: Monitor, adjust and report customer service |
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