Upon successful completion of this unit, you will:

      • communicate effectively with customers including:
        • helping customers to articulate their needs and evaluate options
        • explaining products/services and how they match customer needs
        • establishing regular communication
        • explaining customer rights and responsibilities
      • address customer’s needs
      • use organisational procedures to document customer satisfaction
      • develop and maintain networks to support meeting customer needs
      • identify potential difficulties in meeting customer needs and taking appropriate action

Demonstrate knowledge of:

    • organisational procedures and standards for establishing and maintaining customer service relationships
    • informed consent
    • consumer rights and responsibilities
    • establish effective regular communication with customers
    • details of products or services including with reference to:
      • possible alternative products and services
      • variations within a limited product and service range