Delivery will take place in a conducive learning environment which simulates
customer service work environments. Strategies should be selected to reflect
the nature of the learning outcomes and the needs of the participants.

Some areas of content may be common to more than one learning outcome and
therefore integration may be appropriate. The integration of this module with
other modules, for the purpose of course delivery, may reduce the nominal hours
required for the composite or integrated modules.

Methods of training can include on or off-the-job instruction either in-company
or public or private training institutions in a broad range of alternative
modes or externally by open learning

Open learning will require additional learning resources to be
developed/supplied to facilitate this type of methodology.

Where this curriculum is delivered on-the-job, real life/live work may be
subst

Internal Assessment 100%

Assessment methods include:

- discussions and small group participation
- demonstration of skills through practical exercises and role plays
- completion activities (sales orders, customer complaint records and
telephone and other customer information).

This module is to be assessed internally using competence as a measure of
achievement. Assessment should be undertaken in an environment conducive to
learning with access to relevant sources of information.