This unit describes the skills and knowledge required to deliver 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.

The unit applies to those 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. Provide service to customers
  4. Process customer feedback

Upon successful completion of this unit, you will:

  • deliver a service to at least three different customers.

In the course of the above, you must:

  • greet the customer and establish rapport according to organisational requirements
  • identify customer needs using interpersonal skills
  • provide prompt service to address customer needs
  • 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.

Nominal hours = 40