Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Coordinate customer service and networking activities

KHU-AGR-0456

Australian Equivalent

AHCMER408

Elements

Learning Outcomes

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.

Elements & Learning Outcomes

E1Contribute to quality customer service standards

0456.E1.O1Access, interpret, apply and monitor customer service standards in the workplace

0456.E1.O2Make contributions to the development, refinement and improvement of service policies, standards and processes

0456.E1.O3Confirm customer service interactions are consistent with legislation, codes of practice and workplace procedures

E2Monitor and review customer service systems

0456.E2.O1Encourage personnel to consistently implement customer service standards

0456.E2.O2Review and analyse customer feedback in consultation with appropriate personnel to improve work practices

0456.E2.O3Identify customer service complaints and make adjustments to customer service system to ensure continued customer service standards quality is met

0456.E2.O4Communicate customer service system adjustments to all those involved in service delivery within appropriate timeframes

0456.E2.O5Coordinate and manage delivery of services or products to ensure customer service standards are met

E3Manage networks to ensure customer needs are addressed

0456.E3.O1Establish regular communication with customers

0456.E3.O2Establish, maintain and expand networks and referral of customers to products or services

0456.E3.O3Establish procedures to ensure that decisions about targeting of customer services are based on up-to-date customer, product and service information

0456.E3.O4Establish procedures to ensure that referrals are based on matching customer needs to products and services

0456.E3.O5Maintain records of customer interaction according to workplace procedures