Upon successful completion of this unit, you will:

  • use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements
  • identify customer needs using appropriate questioning and active listening skills
  • provide customer service in accordance with organisational requirements
  • respond to and record customer feedback and action taken according to organisational standards, policies and procedures
  • produce a report which identifies and recommends ways to improve service delivery.

Demonstrate knowledge of:

  • key provisions of relevant legislation from all levels of government that may affect aspects of business operations
  • organisational policy and procedures for customer service, including handling customer complaints
  • examples of verifiable evidence that could be used to review customer satisfaction
  • outline the interpersonal skills needed for serving customers, including customers with specific needs.