This unit describes the skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.

It applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.


  1. Establish contact with customers
  2. Identify customer needs
  3. Deliver service to customers
  4. Process customer feedback

Upon successful completion of this unit, you will:

  • greet customer and establish rapport/relationship in accordance with organisational requirements
  • identify customer needs using appropriate interpersonal skills
  • provide prompt service to address customer needs in accordance with organisational requirements
  • identify and follow up opportunities to increase the quality of service and products
  • respond to and record all customer feedback according to organisational standards, policies and procedures

Demonstrate knowledge of:

  • the key provisions of relevant legislation from all forms of government that apply to provision of customer services
  • workplace organisational policies and procedures relating to customer service and the customer service process

Nominal hours = 40 hours