TLII1002A Apply customer service skills

Release: 1

TLII1002A Apply customer service skills

Modification History

Not Applicable

Unit Descriptor

Unit Descriptor	This unit involves the skills and knowledge required to apply routine customer service skills to relevant workplace operations including dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs. Licensing, legislative, regulatory or certification requirements are applicable to this unit.

Application of the Unit

Application of the Unit	Work must be must be carried out in accordance with workplace standards and procedures for the provision of customer service. Work is performed under supervision. It involves the application of established routine customer service principles and procedures to day-to-day interactions with internal and external customers during workplace operations.

Licensing/Regulatory Information

Refer to Unit Descriptor

Pre-Requisites

Not Applicable

Employability Skills Information

Employability Skills	This unit contains employability skills.

Elements and Performance Criteria Pre-Content

Elements describe the essential outcomes of a unit of competency.	Performance criteria describe the required performance needed to demonstrate achievement of the element. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1 Deal with customer inquiries	1.1 Customer inquiries are dealt with courteously and efficiently both by phone and face to face 1.2 Questions are used to clarify the customer's needs or concerns 1.3 Assistance from other staff is sought when a customer' s inquiry cannot be fully answered 1.4 Knowledge of products, services and/or operations is used to answer customer queries or to respond to customers' needs 1.5 Customer inquiries and associated action are recorded and reported in accordance with workplace procedures
2 Monitor customer satisfaction	2.1 Customer is greeted cordially in accordance with workplace procedures 2.2 Customer requirements are dealt with according to workplace procedures 2.3 Special needs are addressed within workplace policies 2.4 Appropriate feedback is provided to managers and internal and/or external customers

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS
This describes the essential knowledge and skills and their level required for this unit.
Required knowledge:
Relevant duty of care responsibilities
Relevant OH&S and environmental procedures and regulations
Workplace procedures relevant to work activities
Customer service policies and procedures
Products and/or services provided by the workplace concerned
Types of operations carried out in the workplace concerned
Sources of information and documentation needed for workplace operations

Required skills:
Communicate effectively with others when providing customer service, including the use of telephone techniques
Effectively use interpersonal skills
Effectively handle customer queries and complaints
Read and interpret instructions, procedures, information and labels relevant to the provision of customer service
Interpret and follow operational instructions and prioritise work
Complete documentation related to the provision of customer service
Write simple reports and records of inquiries
Operate electronic communication equipment to required protocol
Work collaboratively with others when providing customer service
Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others
Promptly report and/or rectify any identified problems that may arise when providing customer service in accordance with regulatory requirements and workplace procedures
Monitor work activities in terms of planned schedule
Modify activities depending on differing operational contingencies and environments
Work systematically with required attention to detail
Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities

Evidence Guide

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit	The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying: the underpinning knowledge and skills relevant legislation and workplace procedures other relevant aspects of the range statement
Context of and specific resources for assessment	Performance is demonstrated consistently over a period of time and in a suitable range of contexts Resources for assessment include: a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or access to an appropriate range of relevant operational situations in the workplace In both real and simulated environments, access is required to: relevant and appropriate materials and equipment, and applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment	Assessment of this unit must be undertaken by a registered training organisation As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests Practical assessment must occur: through activities in an appropriately simulated environment at the registered training organisation, and/or in an appropriate range of situations in the workplace

Range Statement

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Customer service is provided:	in all areas of transport, distribution and storage including the provision of a range of services and/or the collection, movement, storage and delivery of equipment, goods, materials and various forms of freight
Workplace activities may be conducted:	by day or night in any weather conditions
Customers may be:	internal or external
Requirements for work may include:	site restrictions and procedures relevant domestic and international regulations security procedures communications equipment hours of operation authorities and permits use of safety and personal protective equipment
Consultative processes may involve:	existing and potential customers/clients other employees and supervisors suppliers manufacturers relevant authorities management union representatives OH&S specialists other maintenance, professional or technical staff
Communications systems may involve:	face-to-face conversation telephone fax email electronic data transfer of information (EDI) mail
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:	company procedures workplace procedures organisational procedures established procedures
Documentation/records may include:	workplace procedures and customer service standards job specifications operations manuals and instructions induction documentation competency standards and training materials manufacturers specifications, instructions and advice including material safety data sheets workplace operating procedures and policies supplier and/or client instructions relevant Australian and international regulations, codes, standards and certification requirements OH&S procedures quality assurance procedures emergency procedures customer service manuals
Applicable regulations and legislation may include:	relevant state/territory and international regulations, codes and procedures relevant Australian and international standards and certification requirements dangerous goods and hazardous substances codes and regulations relevant state/territory OH&S legislation relevant state/territory environmental protection legislation relevant anti-discrimination legislation relevant privacy and confidentiality legislation relevant freedom of information requirements

Unit Sector(s)

Not Applicable

Competency Field

Competency Field	I - Customer Service