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

Respond to customer needs and enquiries in an automotive workplace

KHU-AUT-0003

Australian Equivalent

AURACA101

Elements

Learning Outcomes

This unit describes the skills and knowledge required to identify customer needs and enquiries and provide effective information and advice when supplying automotive products and services. The unit applies to those working in an automotive workplace. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Elements & Learning Outcomes

E1Identify customer need or enquiry regarding product or service

0003.E1.O1Greet customer according to workplace procedures and customer service standards

0003.E1.O2Identify and clarify customer requirement relating to specific product or service

0003.E1.O3Provide referrals to personnel where customer need or enquiry is outside scope of own responsibility or authority in line with workplace procedures

E2Provide information and advice to customer

0003.E2.O1Provide information that addresses customer need or enquiry in a timely, efficient and courteous manner to build a positive relationship and customer loyalty

0003.E2.O2Ask questions to confirm that information satisfies customer need or enquiry

0003.E2.O3Identify outstanding customer requirements and address promptly in a courteous and discreet manner, or refer to personnel in line with workplace procedures

E3Finalise customer contact

0003.E3.O1Seek customer feedback about product or service and record as required according to workplace procedures

0003.E3.O2Complete follow-up action effectively according to workplace procedures and timeframes

0003.E3.O3Address customer complaints or dissatisfaction or escalate to personnel according to workplace procedures

0003.E3.O4Conclude interaction with customer in line with workplace procedures and customer service standards