TLII4001

Application

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.

Unit mapping information

This unit replaces and is equivalent to TLII4001A Coordinate quality customer service.

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

Assessors must hold credentials specified within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must satisfy the Principles of Assessment and Rules of Evidence and all regulatory requirements included within 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 must include access to:

• a range of relevant exercises, case studies and/or simulations
• applicable documentation including workplace procedures, regulations, codes of practice and operation manuals