TLII1002
Apply customer service skills (Superseded)
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our TLII1002 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
$15.00 inc GST
Unit information about the TLII1002 training material in this resource
TLII1002 information from training.gov.au.
Application
This unit involves the skills and knowledge required to apply routine customer service skills in accordance with workplace standards and procedures.
It includes dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs.
It involves implementing customer service principles and procedures in day-to-day interactions with internal and external customers as part of workplace operations.
Work is performed under supervision.
Unit mapping information
This unit replaces and is equivalent to TLII1002A Apply customer service skills.
Licensing, legislative, regulatory or certification requirements
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Foundation skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Unit sector or competency field
I—Customer Service
Prerequisite, co-requisite or interdependent assessment of units
Not applicable
Assessment conditions
As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations, current at the time of assessment.
Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.
Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.
Resources for assessment include:
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a range of relevant exercises, case studies and/or other simulations
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relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry
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applicable documentation including workplace procedures, regulations, codes of practice and operation manuals