Unit Mapping Information

Superseded by CPPCMN3006 Provide effective client service

Unit Descriptor

This unit of competency specifies the outcomes required to provide effective client service. It covers establishing client relationships, identifying client needs, and meeting those needs via the delivery of services or by providing information and advice on products and services. The skills and knowledge required will apply to initial or repeat client encounters, either on company or client premises.

Application of the Unit

This unit of competency supports employees without managerial or supervisory responsibilities. The unit may be expected to apply to a worker who has routine contact with internal or external clients and is providing routine, well-defined services and products to clients. It would usually be carried out under routine supervision, within company guidelines.

Contains the following documents

• New Assessment Criteria and Definitions (in MS Word Format)

• New Evidence Document  (in MS Word Format)

• Instructor Workbook/Guide (in MS Word Format)

• Learner Workbook (in MS Word Format)

• Learner Guide  (in MS Word Format)

• New Improved Session Plan (in MS Word Format)

• PowerPoint presentation

• Assessment Matrix (Mapping Document)

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