Application

This unit of competency defines the skills and knowledge required to provide assistance to internal and external customers across a range of products and services.

Typical applications of this unit would be found in service and design departments and include taking one-off or special orders requiring detailed descriptions or handling of complaints.

This unit should not be selected when Unit MEM16003 Provide advanced customer service has already been selected.

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

What You'll Learn

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

applying product knowledge to address customer enquiries

establishing rapport with the customer and providing positive customer experience

identifying customer requirements and clearly communicating the degree to which the customer requirements can be met

proposing alternative products and/or services to satisfy customer requirements and taking action to implement these

recording and following up customer requirements not able to be met.

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

cost of the required product or service

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 the customer requirements

strategies for managing customer issues

record keeping requirements of customer service interactions and transactions

procedures for:

actioning customer orders

recording and managing customer complaints

recording customer requirements which are not met

following up on customer requirements that are not met.

Assessment Conditions

Assessors must:

have vocational competency in performing internal/external 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

• {'code': 'MEM13015', 'title': 'Work safely and effectively in manufacturing and engineering'}
• {'code': 'MEM16006', 'title': 'Organise and communicate information'}

Parent Qualifications

• MEM40119 — Certificate IV in Engineering
  MEM

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