Unit of competency Outline

Date retreived
23/07/2026 5:06 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide customer service and education

Provide customer service and education

Unit of competency
National Code
ICPSUP464
State Code
AUO55
TGA Status
Deleted
DTWD Status
Transition (Deleted)
Current Release Number
1.00
Current Release Date
26/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
080501 - Sales
Original Release Date
16/09/2015
Nominal Hours
50
Description
This unit describes the skills and knowledge required to liaise with customers and clients to ensure satisfactory provision of printed products or services.It applies to individuals who perform a broad range of skilled tasks and services for customers in the printing and graphic arts industry. They may also provide some leadership and guidance to others in the application and planning of the skills.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Establish and maintain a positive client relationship
  • 1.1 Rapport with client is built and maintained according to accepted business practices
  • 1.2 Opportunities to provide additional services to client are identified
  • 1.3 Client is advised of input requirements and restraints for relevant printing processes
2. Manage customer expectations
  • 2.1 Internal and external customer needs and expectations are matched with production process requirements
  • 2.2 Job requirements are clarified with client and compared with quote/estimate
  • 2.3 Information and clarifications are passed between client and technical staff
  • 2.4 Job specifications and job parameters are used to define appropriate production procedures and processes
  • 2.5 Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated
  • 2.6 Project is evaluated and feedback provided to client as agreed, or according to enterprise customer service practices
  • 2.7 Preliminary proof and contract proof are distinguished according to enterprise standards, and communicated to client
  • 2.8 Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in production process
  • 2.9 Job information (eg work orders, quotes, job tickets) is documented and compiled
3. Manage project budget and timeline
  • 3.1 Client requested changes are monitored and documented and impact on budget and timeline is communicated to client
  • 3.2 Client is advised on alternative production techniques
No information
No information
Replaces
State Code National Code Title Type
D3278 ICPSU464C Provide customer service and education Unit of competency