Unit of competency Outline

Date retreived
23/07/2026 2:24 PM AWST

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Coordinate customer service and networking activities

Coordinate customer service and networking activities

Unit of competency
National Code
AHCMER408
State Code
OCS19
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
24/12/2020
View on TGA
State Implementation and Classification
Approved Date
21/05/2021
Field of Education
080501 - Sales
Original Release Date
21/05/2021
Nominal Hours
30
Description
This unit of competency describes the skills and knowledge required to contribute to quality customer service standards, and implement and manage customer service systems and networking activities.The unit applies to individuals who apply specialist skills and knowledge to coordinate customer service and networking activities. This includes applying and communicating non-routine technical solutions to predictable and unpredictable problems.All work is carried out to comply with workplace procedures, health and safety in the workplace requirements, legislative and regulatory requirements, and sustainability and biosecurity practices.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Contribute to quality customer service standards
  • 1.1 Access, interpret, apply and monitor customer service standards in the workplace
  • 1.2 Make contributions to the development, refinement and improvement of service policies, standards and processes
  • 1.3 Confirm customer service interactions are consistent with legislation, codes of practice and workplace procedures
2. Monitor and review customer service systems
  • 2.1 Encourage personnel to consistently implement customer service standards
  • 2.2 Review and analyse customer feedback in consultation with appropriate personnel to improve work practices
  • 2.3 Identify customer service complaints and make adjustments to customer service system to ensure continued customer service standards quality is met
  • 2.4 Communicate customer service system adjustments to all those involved in service delivery within appropriate timeframes
  • 2.5 Coordinate and manage delivery of services or products to ensure customer service standards are met
3. Manage networks to ensure customer needs are addressed
  • 3.1 Establish regular communication with customers
  • 3.2 Establish, maintain and expand networks and referral of customers to products or services
  • 3.3 Establish procedures to ensure that decisions about targeting of customer services are based on up-to-date customer, product and service information
  • 3.4 Establish procedures to ensure that referrals are based on matching customer needs to products and services
  • 3.5 Maintain records of customer interaction according to workplace procedures
No information
No information
Replaces
State Code National Code Title Type
BAO16 AHCMER401 Coordinate customer service and networking activities Unit of competency