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MEM16003 Current

Application

This unit of competency defines the skills and knowledge required to provide comprehensive assistance to customers. It includes identifying a customer’s relationship to the enterprise and determining how service could be improved.

Applications of this unit would typically be found in warehouses, service and design departments, and relate to internal or external customers, across a range of products and services. This may include the taking of one-off or special orders requiring detailed descriptions, the handling of complaints referred for more detailed assistance than the initial point of contact, and work as a designated liaison officer.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

What You'll Learn

1. Identify customer relationship to enterprise

  • 1.1 Follow standard operating procedures and comply with work, health and safety (WHS) requirements at all times
  • 1.2 Identify customer as a new or repeat customer
  • 1.3 Obtain and check formal customer identification details for repeat customers and access information according to workplace procedures
  • 1.4 Capture information on new customers according to workplace procedures

2. Identify customer requirements

  • 2.1 Identify customer requirements from order or other verbal or written communication
  • 2.2 Apply product knowledge to answer and address customer questions and support informed purchase decision
  • 2.3 Communicate clearly the degree to which customer requirements can be met
  • 2.4 Propose alternatives for any inability to completely satisfy customer requirements
  • 2.5 Use communication skills to provide positive customer experience

3. Action customer requirements

  • 3.1 Undertake appropriate action to implement customer requirements
  • 3.2 Record customer requirements not able to be met immediately, and undertake follow-up checks according to procedures
  • 3.3 Communicate with customers to inform of service progress or completion, according to workplace procedures

4. Address customer complaints

  • 4.1 Apply active listening skills and receive complaint information to ensure a thorough understanding of customer complaint
  • 4.2 Determine source of complaint or issue and report to relevant personnel
  • 4.3 Determine process for resolving complaint and confirm with customer
  • 4.4 Action process and maintain communication with customer until completion
  • 4.5 Assess effectiveness of resolution and report or record outcomes according to work procedures

5. Promote better customer service

  • 5.1 Record products and services provided to customer, and any other customer information that can help to improve future relations
  • 5.2 Assess customer service provided and identify and report opportunities for improvement

Assessment Requirements

Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria on at least two (2) occasions and include:

following work instructions, standard operating procedures (SOPs) and safe work practices

identifying customer relationship to the enterprise and ensuring customer information is complete, accurate and current

applying product knowledge to address customer enquiries

establishing rapport with the customer and providing positive customer experience

handling difficult or unsatisfied customers and determining and implementing process of resolution

determining and managing customer requirements not able to be met

taking appropriate action to meet customer requirements according to procedures and recording customer products/service details

reporting/recommending opportunities for improving customer service.

Knowledge Evidence

Evidence required to demonstrate the required knowledge for this unit must be relevant to and satisfy the requirements of the elements and performance criteria and include knowledge of:

safe work practices and procedures

procedures for:

identifying customers and defining customer relationships

identifying customer requirements

informing the customer of the degree to which the customer’s requirements can be met

actioning customer orders

recording and managing customer complaints

initiating repairs and/or service to customer equipment

managing organisational errors in service provision

following up on unmet customer requirements

reporting/recommending improvement to customer service

service provision procedures for new/repeat customers

customer relationship management system use and application

features and characteristics of products and services offered

product and service availability and processes

range of customer requirements for product/service and alternatives available

reasons for informing the customer promptly of the ability/inability to meet requirements

principles and practices of effective customer service

strategies for managing difficult customers

record keeping requirements of customer service interactions and transactions.

Assessment Conditions

Assessors must:

have vocational competency in providing advanced customer service at least to the level being assessed with relevant industry knowledge and experience

satisfy the assessor requirements in the Standards for Registered Training Organisations 2015 or its replacement and comply with the National Vocational Education and Training Regulator Act 2011, its replacement or equivalent legislation covering VET regulation in a non-referring state/territory as the case requires

Where possible assessment must occur in operational workplace situations. Where this is not possible or where personal safety or environmental damage are limiting factors, assessment must occur in a sufficiently rigorous simulated environment that reflects realistic operational workplace conditions. This must cover all aspects of workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills

Conditions for assessment must include access to all tools, equipment, materials and documentation required, including relevant workplace procedures, product and manufacturing specifications

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.

Foundation Skills

  • text: This section describes those required skills (reading, writing, oral communication and numeracy) that are essential to workplace performance in this unit of competency. Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Prerequisite Units

Parent Qualifications

Related Units

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Last updated from training.gov.au: 25 February 2026