Unit Of competency
Modification History
Release 1. This is the first release of this unit of competency in the TLI Transport and Logistics Training Package.
Application
This unit involves the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.
It includes planning to meet internal and external customer requirements, ensuring delivery of quality products/services and monitoring, adjusting and reporting customer service to improve the provision of products/services.
The unit generally applies to those who lead individuals or teams.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Pre-requisite Unit
Not applicable.
Competency Field
I ‒ Customer Service
Unit Sector
Not applicable.
Elements and Performance Criteria
ELEMENT S |
PERFORMANCE CRITERIA |
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Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
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1 |
Plan to meet internal and external customer requirements |
1.1 |
Customer needs are researched, clarified, assessed and included in the planning process |
1.2 |
Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures |
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2 |
Ensure delivery of quality products/services |
2.1 |
Products/services are delivered to customer specifications in accordance with the organisational business plan |
2.2 |
Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards |
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2.3 |
Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards |
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2.4 |
Resources are used effectively and efficiently to provide quality products/services to customers |
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3 |
Monitor, adjust and report customer service |
3.1 |
Organisational systems and technology are used to monitor progress in achieving product/service targets and standards |
3.2 |
Customer feedback is sought and used to improve the provision of products/services |
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3.3 |
Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups |
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3.4 |
Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes |
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range of Conditions
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Non-essential conditions can be found in the Companion Volume Implementation Guide.
Unit Mapping Information
This unit replaces and is equivalent to TLII5018A Manage customer service.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=df441c6e-213d-43e3-874c-0b3f7036d851