Unit of competency Outline

Date retreived
22/07/2026 5:06 PM AWST

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Coordinate quality customer service

Coordinate quality customer service

Unit of competency
National Code
TLII4001
State Code
AVI90
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
29/01/2021
View on TGA
State Implementation and Classification
Approved Date
23/02/2016
Field of Education
080501 - Sales
Original Release Date
23/02/2016
Nominal Hours
20
Description
This unit involves the skills and knowledge required to coordinate quality customer service in accordance with relevant regulations.It includes planning to meet internal and external customer requirements, ensuring the delivery of quality service and monitoring, adjusting and reporting customer service.Work is performed under general supervision.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Plan to meet internal and external customer requirements
  • 1.1 Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services
  • 1.2 Provision is made in plans to achieve the quality, time and cost specifications agreed with customers
2 Ensure delivery of quality service
  • 2.1 Quality, safety, resource and delivery standards are consistently met through individual/team performance
  • 2.2 Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards
  • 2.3 Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards
3 Monitor, adjust and report customer service
  • 3.1 Organisational systems 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 identified problems with products/services are made in consultation with relevant individuals/groups
  • 3.4 Adjustments/recommendations are made to products/services as required
  • 3.5 Those who have a role in product/service planning and delivery are informed of changes
  • 3.6 Records, reports and recommendations are managed in accordance with organisational systems and processes
No information
No information
Replaces
State Code National Code Title Type
D5174 TLII4001A Coordinate quality customer service Unit of competency