Application
This unit describes the performance outcomes, skills and knowledge required to solve customer problems and use techniques to deal with customer difficulties.
It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Contains the following documents
Assessment Matrix (Mapping Document)
New Assessor Workbook/Guide (in MS Word Format)
New Cover Sheet
Learner Guide (in MS Word Format)
New Learner Evidence Document
Learner Workbook (in MS Word Format)
New Observation and Demonstration Checklists
New Session Plan (in MS Word Format)
PowerPoint presentation
Supporting documents:
Contextualisation guide
Training and assessment strategy (TAS)
RTO Materials statement of validation
Student validation survey
Work placement logbook
Workplace documentation
Workplace evidence
For more information please contact us on sarah@rtomaterials.com.au