Release 1.  This is the first release of this unit of competency in the TLI Transport and Logistics Training Package.

This unit involves the skills and knowledge required to apply customer service skills.

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.

Not applicable.

I ‒ Customer Service.

Not applicable.

ELEMENTS 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1 

Deal with customer inquiries 

1.1 

Relevant legislation and workplace procedures are identified and followed

1.2 

Customer is greeted cordially in accordance with workplace procedures

1.3 

Customer inquiries are responded to courteously and efficiently in accordance with workplace procedures

1.4 

Questions are used to clarify customer needs or concerns

1.5 

Assistance from appropriate personnel is sought when customer inquiries cannot be fully answered

1.6 

Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs

1.7 

Customer inquiries and associated action are recorded and reported in accordance with workplace procedures

2 

Monitor customer satisfaction 

2.1 

Customer requirements and solutions are monitored in accordance with workplace procedures

2.2 

Appropriate feedback is sought from customer to ensure satisfaction

2.3 

Appropriate feedback is provided to internal and/or external customers

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the TLI Transport and Logistics Training Package Companion Volume Implementation Guide.

This unit replaces and is equivalent to TLII1002 Apply customer service skills.

Release 1.  This is the first release of this unit of competency in the TLI Transport and Logistics Training Package.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all the requirements of the elements and performance criteria on at least one occasion and include:

• communicating effectively with others when providing customer service
• completing documentation related to providing customer service, including capturing feedback
• handling customer queries and complaints effectively
• identifying and following relevant legislation and workplace procedures
• interpreting and following operational instructions and prioritising work
• reading and interpreting instructions, procedures, information and labels relevant to providing customer service
• reporting and/or rectifying identified problems effectively in accordance with regulatory requirements and workplace procedures
• working collaboratively with others to:

• identify, define and solve problems
• provide quality customer service

• working systematically with required attention to detail
• writing simple reports and records of inquiries.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all the requirements of the elements and performance criteria and include knowledge of:

• customer service principles, policies and procedures
• products and/or services provided by the workplace
• relevant duty of care responsibilities
• relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental procedures and regulations
• sources of information and documentation needed for workplace operations
• types of operations carried out in the workplace
• workplace procedures relevant to work activities.

Assessors must hold credentials specified within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must satisfy the Principles of Assessment and Rules of Evidence and all regulatory requirements included within 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 must include access to:

• a range of relevant exercises, case studies and/or simulations
• relevant and appropriate materials, tools, equipment and personal protective equipment (PPE) currently used in industry
• applicable documentation, including legislation, regulations, codes of practice, workplace procedures and operation manuals.