Unit of competency Outline
Date retreived
22/07/2026 11:28 PM AWST
22/07/2026 11:28 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.
Manage customer service
Manage customer service
Unit of competency
National Code
TLII5018A
TLII5018A
State Code
D5179
D5179
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
21/03/2014
Field of Education
080501 - Sales
Original Release Date
21/03/2014
Nominal Hours
50
Description
This unit involves the skills and knowledge required to manage customer service. It includes planning to meet internal and external customer requirements; ensuring delivery of quality products/services; and monitoring, adjusting and reporting customer service. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Plan to meet internal and external customer requirements
- 1.1 The needs of customers are researched, understood and assessed, and included in the planning process
- 1.2 Provision is made in plans to achieve the quality, time and cost specifications agreed with customers
2Ensure delivery of quality products/services
- 2.1 Products/services are delivered to customer specifications within the team's/organisation's business plan
- 2.2 Individual/team performance consistently meets quality, safety, resource and delivery standards
- 2.3 Coaching and mentoring assist colleagues to overcome difficulty in meeting customer service standards
- 2.4 Resources are used effectively and efficiently to provide quality products/services to customers
3Monitor, adjust and report customer service
- 3.1 The organisation's systems and technology are used to monitor progress in achieving product/service targets and standards
- 3.2 Customer feedback is sought and used to improve the provision of products/services
- 3.3 Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups
- 3.4 Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Appropriate systems may include:
quality management
customer feedback/response
Customer service standards and plans may include:
response times/delivery times
protocols to which staff are trained to provide consistent quality service
quality specifications
Documentation and records may include:
quality assurance procedures
emergency procedures
customer surveys, lists of complaints, reports from staff in relation to customers
Applicable legislation and regulations may include:
Australian legislation, regulations and codes of practice, including consumer protection legislation
workplace relations regulations
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Appropriate systems may include:
quality management
customer feedback/response
Customer service standards and plans may include:
response times/delivery times
protocols to which staff are trained to provide consistent quality service
quality specifications
Documentation and records may include:
quality assurance procedures
emergency procedures
customer surveys, lists of complaints, reports from staff in relation to customers
Applicable legislation and regulations may include:
Australian legislation, regulations and codes of practice, including consumer protection legislation
workplace relations regulations
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S5768 | TLII1807B | Manage customer service | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI88 | TLII5018 | Manage customer service | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J808 | TLI50713 | Diploma of Bus and Coach Operations | Qualification |
| W943 | TLI50510 | Diploma of Deployment Logistics | Qualification |
| W942 | TLI50410 | Diploma of Logistics | Qualification |