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Skill set details

PSPSS00020 - Customer Service Skill Set (Release 1)

Summary

Usage recommendation:

Superseded

Mapping:

Mapping	Notes	Date
Supersedes and is equivalent to PSPSS00002 - Customer Service Skill Set		31/Oct/2012
Is superseded by and equivalent to PSPSS00039 - Customer Service	PSP unit codes updated.	06/Mar/2016

Releases:

Release	Release date
1 1 (this release)	01/Nov/2012

Delivery:

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Training packages that include this skill set

CodeSort Table listing Training Packges by the Code column	TitleSort Table listing Training Packges by the Title column	Release
PSP12 - Public Sector Training Package	Public Sector Training Package	1.0

Units of competency

CodeSort Table listing units of competency by the Code column	TitleSort Table listing units of competency by the Title column Modify filter options of the 'Title' column in Table listing units of competency	Usage RecommendationSort Table listing units of competency by the Usage Recommendation column	EssentialSort Table listing units of competency by the Essential column Modify filter options of the 'Essential' column in Table listing units of competency
PSPGOV202B - Use routine workplace communication techniques	Use routine workplace communication techniques	Superseded	Core
PSPETHC301B - Uphold the values and principles of public service	Uphold the values and principles of public service	Superseded	Core
PSPGOV203B - Deliver a service to clients	Deliver a service to clients	Superseded	Core
PSPGOV309A - Address client needs	Address client needs	Superseded	Core
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Modification History

Release	TP Version	Comments
1	PSP12 V1	First release. Supersedes and equivalent to PSP04 Customer Service Skill Set.

Description

Not applicable.

Pathways Information

These units from PSP12 Public Sector Training Package may provide credit towards PSP20112 Certificate II in Government or PSP30112 Certificate III in Government.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

PSPETHC301B	Uphold the values and principles of public service
PSPGOV202B	Use routine workplace communication techniques
PSPGOV203B	Deliver a service to clients
PSPGOV309A	Address client needs

Target Group

This skill set is for government workers who provide routine customer service to members of the public or answer internal or external queries.

Suggested words for Statement of Attainment

These units meet industry requirements for workers handling routine customer queries in the public sector.

Reports

Resources

Using training.gov.au

Acknowledgement of Country

We acknowledge the traditional owners and custodians of country throughout Australia and acknowledge their continuing connection to land, water and community. We pay our respects to the people, the cultures and the elders past, present and emerging.

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