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Unit of competency details

AUMGCA001 - Provide customer service (Release 2)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes AUMGCA2001 - Provide customer service 09/Jan/2014

Release Status:
Current
Releases:
ReleaseRelease date
2 (this release) 12/Dec/2018
(View details for release 1) 10/Jan/2014

Companion volumes:
Unit of competency Assessment requirements

Delivery:
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Training packages that include this unit

Qualifications that include this unit

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  02/May/2014 
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Unit of competency

Modification History

Release 

Comment 

Release 1 

Unit updated to reflect the new standards for Training Packages

Replaces AUMGCA2001 Provide customer service

Release 2 

Updated for clarity and policy adherence

Application

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.

Unit Sector

Sales and Marketing

Elements and Performance Criteria

Elements

Performance Criteria

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

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

Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance.

Skills 

Description 

Learning skills to:
  • draw on prior knowledge to identify customer needs.

Reading skills to:
  • identify workplace procedures relating to required customer service
  • identify customer requests and instructions.

Writing skills to:
  • legibly complete workplace customer feedback and survey sheets.

Oral communication skills to:
  • speak clearly and directly when presenting customer service problems or issues to appropriate personnel.

Unit Mapping Information

Code and title  current version 

Code and title  previous version 

Comments 

Equivalence status 

AUMGCA001 Provide customer service (Release 2)

AUMGCA001 Provide customer service (Release 1)

Minor updates to Assessment Requirements. Performance Criteria changed from passive to active voice. Rationalisation of Range of Conditions.

Equivalent

Links

Companion Volume Implementation Guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bd587669-08b3-4cd5-85f0-f9fa0c6304c1

 

Assessment requirements

Modification History

Release 

Comment 

Release 1 

Unit updated to reflect the new standards for Training Packages

Replaces AUMGCA2001 Provide customer service

Release 2 

Updated for clarity and policy adherence

Performance Evidence

Before competency can be determined, individuals must have competently demonstrated that they can provide effective customer service on a minimum of two occasions.

Individuals must demonstrate they can:

  • promote products and services in a clear and direct manner
  • identify customer needs and expectations
  • resolve customer concerns and complaints by taking appropriate action, including:
  • handling customer needs in a courteous, discreet and sensitive manner
  • addressing customer complaints and escalating where necessary
  • apply workplace procedures relating to customer feedback, including:
  • customer service and continuous improvement processes
  • workplace customer service practices

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements and performance criteria of this unit. This includes:

  • effective customer services principles, including requirements to meet customer service needs and expectations
  • workplace products and services
  • customer service reporting procedures
  • customer service problem-resolution procedures.

Assessment Conditions

Assessors must satisfy SNR/AQTF assessor requirements.

Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting.

Where assessment of competency includes third-party evidence, individuals must provide evidence that demonstrates they have provided customer service, e.g. customer testimonials.

Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.

The following resources must be made available:

  • workplace or simulated workplace
  • workplace instructions, including customer requirements
  • workplace customer service procedures
  • customers with different needs
  • workplace complaint-resolution procedures
  • customer service feedback surveys and reporting procedures

Links

Companion Volume Implementation Guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bd587669-08b3-4cd5-85f0-f9fa0c6304c1

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