TLII207D - Apply Customer Service Skills - Learner Guide

TLII207D Apply
customer service
skills
Learner Guide
Contents
What this Learner’s Guide is about ........................................ 3
Planning your learning ........................................................... 4
How you will be assessed ...................................................... 6
Section 1............................................................................................. 7
Dealing with customer inquiries ............................................. 7
Section 2........................................................................................... 37
Ensure customer comfort ..................................................... 37
Additional resources ....................................................................... 49
Feedback on activities .................................................................... 51

TLII207D Apply customer service skills
Page 2 © Australian National Training Authority 2003

ADELG1060 Customised and developed by Armstrong’s Driver Education Pty Ltd February 2009
What this Learner’s Guide is about
This Learner’s Guide is about the skills and knowledge required to

apply routine customer service skills to relevant workplace
operations including dealing with customer inquiries, monitoring
customer satisfaction and taking appropriate action to satisfy
customer needs.
The Elements of Competency from the unit TLII207D Apply

customer service skills covered in this Learner’s Guide are listed
below.
Deal with customer inquiries
Monitor customer satisfaction
This unit of competency is from the Transport and Logistics
Training Package (TLI07).
© Australian National Training Authority 2003 Page 3

Customised and developed by Armstrong’s Driver Education Pty Ltd ADELG1060
Planning your learning
It is important to plan your learning before you start because you

may already have some of the knowledge and skills that are
covered in this Learner’s Guide. This might be because:
• you have been working in the industry for some time,
and/or
• you have already completed training in this area.
Together with your supervisor or trainer use the checklists on the

following pages to help you plan your study program. Your
answers to the questions in the checklist will help you work out
which sections of this Learner’s Guide you need to complete.
This Learner’s Guide is written with the idea that learning is made
more relevant when you, the learner, are actually working in the
industry. This means that you will have people within the
enterprise who can show you things, discuss how things are done
and answer any questions you have. Also you can practise what
you learn and see how what you learn is applied in the enterprise.
If you are working through this Learner’s Guide and have not yet
found a job in the industry, you will need to talk to your trainer
about doing work experience or working and learning in some sort
of simulated workplace.

Section 1: Dealing with customer inquiries
Are you able to: Yes No

1. identify different customers?
2. deal courteously and efficiently with
customers face to face?
3. use effective telephone techniques to
take information or answer a query?
4. ask questions to clarify the customer’s
needs/wants where appropriate?
5. seek assistance from appropriate staff
when unable to answer customer
inquiries?
6. use product or operations knowledge to
answer customer queries or respond to
customer needs?
7. report customer inquiries following
workplace procedures?
Section 2: Ensure customer comfort
Are you able to: Yes No

1. manage your customers?
2. contribute personally to customer
comfort?
3. maintain your vehicle and its equipment?

How you will be assessed
Assessment of this Unit of Competency will include observation of

real or simulated work processes using workplace procedures and
questioning on underpinning knowledge and skills. It must be
demonstrated in an actual or simulated work situation under
supervision.
You will be required to:

• demonstrate how you have solved customer inquires
• demonstrate appropriate professional personal
presentation
• describe and demonstrate a driving style that would
provide maximum comfort for your passengers.

Section 1
Dealing with customer inquiries

Section outline
Areas covered in this section
Identifying your customers
Identifying the services you offer
Face-to-face customer service
Effective telephone techniques
Meeting customer needs
Reporting customer inquiries

Identifying your customers
Who are your customers?
The customer is:

• the reason for your work, not an interruption
• someone you need - not someone who needs you.
Satisfied customers mean:

• repeat business - when happy customers return over
and over
• new business - when customers recommend you to
others.
This can lead to good business for you - more job security, more
pay, more benefits.
There are both internal and external customers.
Internal:
These are other workers who your work affects. Think of all the
people in a day for whom you provide a service - it may be
dispatch, warehouse staff, other drivers. Or think of it in another
way - you are a customer too. Think about who supplies you with a
service. What about the maintenance staff? To see yourself as a
customer within your organisation helps you to understand what
the needs of a customer really are.
External:
These are the people who do not work for your company but who
buy the goods and services it offers. Drivers could have two levels
of external customers - the ones for whom they do deliveries, and
the people they deliver to.

Activity 1: Internal and external customers
List as many products or services you can think of which are

carried out by your work area. Then indicate who the customer is
who receives the product and services, and whether they are
internal or external customers.
Product/service Customer
(specify internal or external)
e.g. delivery to other branch branch - internal
There is feedback on this activity at the back of this Learner’s

Guide.

What services does your company offer?
‘Before sales’ service
This could include informing people about your company through

mail-outs, media information and/or telemarketing. Your business
might also offer a telephone service or brochures, or simply
answering customer queries by phone or in person.

Activity 2: What ‘before sales’ services does your company

offer?
Find out from your supervisor what ‘before sales’ services your
company offers.
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Customer follow-up
Follow-up may be just as important with internal clients as with

external ones.
Some methods of follow-up include:

• ringing the customer to inform them of delivery time
• ringing the customer to ensure correct delivery
• sending covering letters or ‘with compliments’ slips with
invoices or other written communications, including a
contact name and telephone number.
‘After sales’ service

• Your company should be keeping customers informed
about changes to procedures, or you may need to pick
up goods which have been wrongly delivered. Your
company may offer ‘money back’ guarantees. These are
all examples of ‘after sales’ service.
Depot/dispatch environment
You need to have a well-organised dispatch area. It will allow the

business to:
• operate efficiently
• get products to the customer quickly
• get products to the customer in good condition
• avoid losses.
Trading hours
Your company may need to work outside of standard operating

hours because it will suit your customer better. You may need to
work longer hours at peak times, such as Christmas.
Delivery
Delivery is your business. The customer wants to know that your

timelines are accurate and realistic. It’s no good making unrealistic
promises when the customer is depending on the product being
there at a certain time.

Product range and availability
Being able to get what they want, when they want it, is a valuable
service to customers. They appreciate not having to wait long
periods for goods to be delivered.
If your company offers several different services, this is of interest

to the customer, who would prefer to deal with one organisation.
Staff contact behaviour
Customers don’t want to talk to an employee who is rude or

impatient. They will be much more impressed with a staff member
who is friendly and helpful. The opening greeting is very important
- respond to customers with a positive attitude.

Activity 3: Assisting customers
Observe three different occasions when other work mates are

assisting customers. Write down the way they greet the customer,
their attitude expressed by both the way they talk and their body
language. For example, are they listening properly?
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
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Product knowledge
You should know what products your organisation is involved with.

Even if your area of expertise is in furniture removal, it could be
useful for the customer to know that the organisation also carries
out storage.
Efficient service
Customers are not impressed with waiting. They want fast and
efficient service, and if they have to explain several times what
they want they will not be interested in continuing to do business
with you.
Returns
You need to make sure you know your organisation’s guidelines on

damaged or faulty goods, and follow them.
Accuracy of order
Although customers like to have quick service, they are also

interested in getting the correct order. You should ensure that the
orders you deliver are filled in carefully and accurately. Check
carefully the order forms and invoices, and any other paperwork
you may have to deal with.

Activity 4: How do customers benefit from your company’s

services?
List below the services offered by your company. Look at some

examples from the services listed above to give you some ideas.
Explain how each service or facility benefits your customer.
Service/facility Benefit to customer
e.g. location of truck depot close access, able to do urgent

deliveries to time
Talk to at least two internal customers in your company. Ask them

what their expectations are as customers. Talk about the service
you or your unit provides to them, and ask for comments.
Discuss the responses with your supervisor or trainer.

Service standards and policies
The philosophy of a successful business will always give attention

to focusing on your customers. Your company may have your
customer service policy clearly displayed in your reception area. It
is often called a mission statement, such as:
The mission of company XXX is to give our customers the best

possible products and services we can.

Activity 5: Your company’s attitude to customer service
Write down your understanding of the attitude of your organisation

to customer service.
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Now write down the statement your organisation uses as its

mission statement or attitude to customer service. Where did you
find the statement?
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Here are some examples of customer service policies and

procedures.
Returns policy
If a customer complains about damaged or faulty goods delivered,

your company will probably have a policy to cover the return of
damaged or incomplete goods. Your company needs to keep the
customers happy, and also know where and how faults are
occurring.
If the customer is asking for a refund, you need to work out what
part of the service they didn’t like. Try asking yourself these
questions:
• Were the goods damaged?
• Did the customer expect something different?
• Did you get their order right?
• Did the customer change their mind?
• Did you deliver on time?
• Did you do everything you could to make sure the
customer was happy with your service?
Procedures for dealing with complaints
It’s always difficult dealing with an angry customer or with a

problem the customer has encountered. Make sure that you know
your company’s guidelines in dealing with complaints - having a
clear procedure helps you in dealing with the complaint.

Activity 6: What are your company’s customer service

policies?
Answer the following questions. Tick boxes yes or no.
Yes No
1. If a customer wants a refund, I must

give it automatically.
 
2. Even if a customer is rude or difficult, I

must stay calm and respond politely.
 
3. Our company’s success depends solely

on the quality of the products we sell.
 
4. A customer may complain if their order

is not delivered on time.
 
5. In most situations the rules of my

company will tell me what I should do.
 

Guide.

Face-to-face customer service
In your first contact with the customer, they will be influenced by:
• impressions made in the first contacts, and in follow-up
contacts
• the services provided
• the way any problems/complaints are handled.
Forming good impressions
There is a saying that ‘first impressions are lasting’.

Activity 7: Case study
Andrea, the new receptionist for a removal company, is also the

first point of contact for people who come in with inquiries regarding
shifting house. She is responsible for answering the telephone and
handling the switchboard, handling customer inquiries off the street
and dealing with people who have appointments to see the staff
responsible for furniture removal.
Andrea’s desk is positioned so that she can see anyone coming in

straight away. She needs to only half turn to answer the telephone.
There are chairs opposite her desk for people who are waiting for
appointments.
On this day she is keen to get to lunch as she is meeting her

cousin. A potential customer has come in to inquire about the
company rates. She asks him whether he can come back later,
when she can give him more time. The telephone rings and she
turns away to chat to her cousin who explains she will be late for
lunch. A customer who has made an appointment comes in and
waits to talk to Andrea. The first customer is getting impatient, so
when Andrea gets off the phone he is rather abrupt as he says he
wants the information right away. Andrea resents his tone and tells
him she needs to go to lunch, and can’t deal with his inquiry now.
She suggests he comes back at 2 p.m. The second customer looks
puzzled and asks if she can talk to Mr Stetford. Andrea is getting a
little flustered, and instead of paging Mr. Stetford she says he won’t
see people without an appointment. The second customer
explains she already has an appointment. Andrea asks her to take
a seat and prepares to page Mr Stetford. The first customer is now
quite angry at being neglected.
What sort of impression has Andrea given of the company?
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

What should she do now to deal with Customer No. 1?
____________________________________________________
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Guide.

When you deal with customers you need to have the right attitude:
• positive in outlook
• neat and well-groomed
• welcoming
• proud of your job
• ready to take initiative
• sincere.
Body language
A great deal of your attitude can be expressed by your body

language. This includes the way you stand, for instance with your
legs firmly on the ground. You could directly face someone or be
half turned away, showing whether you want to be direct with
them or not. How you hold your arms can show your attitude, for
instance crossed arms indicate you’re holding yourself away from
the other person. How much you lean towards or away from a
person indicates whether you want them to feel you are involved
with what they are saying.
A lot of time can be spent on planning services and setting up

systems to ensure the quality of the product or services. This can
be undermined by staff in their direct contact with the customer,
both face-to-face and on the telephone. The customer’s first-hand
experience will influence their reactions to your service and
products.
You also need to have the right knowledge, keeping up-to-date

with:
• available goods or services
• policies on returns, payments, breakages etc.
• changes in prices, invoicing systems etc.
• changes in procedures.

Activity 8: Giving good service to customer
How do customers form their impressions?
____________________________________________________
____________________________________________________
____________________________________________________
How do you greet customers?
____________________________________________________
____________________________________________________
____________________________________________________
In what ways do you use body language and your general

appearance to communicate with customers?
____________________________________________________
____________________________________________________
____________________________________________________
How does the tone of your voice communicate? What tone do you
use?
____________________________________________________
____________________________________________________
____________________________________________________
Are you a good listener? How do you listen?
____________________________________________________
____________________________________________________
How much do you know about the products and services available
from your company? Give details.
____________________________________________________
____________________________________________________
Discuss your responses with your trainer.

Effective telephone techniques
Because you can’t see the customer you need to take some extra
steps to make sure of keeping good relations with them.
Have the materials you need ready

• You may need to have the invoice if you are confirming
delivery
• Make sure you’ve got a note pad for messages.
Get your voice ‘in gear’

• Sit up properly. It really helps your tone of voice.
Don’t chew gum or eat food as you talk
Smile
• Customers can hear the smile in your voice.
Identify yourself
• Let the customer know who you are and who you work
for. Use your company’s standard procedure.
Make your approach appropriate to each customer

• Keep the individual approach even if giving general
information
• Adapt the standard material when answering questions.
Initiating the call

• Make sure the person has time to talk before you go on
• Set up a time to call back if necessary.
One of the most annoying aspects of telephone inquiry from the

point of view of the customer is being put on hold, or being
transferred to someone who can’t really help you.
If you must put a customer on hold:

• give the customer a choice of being put on hold or
having the call returned
• explain why you need to put the customer on hold
• check back periodically, to make sure customers still
wish to wait
• thank the customer for waiting.

If you must transfer a call:

• check that the person about to receive the call is the
right one to handle the problem, inquiry, etc.
• tell customers who they’ll be talking to, the department,
and so on. If possible, outline to the person receiving
the call a brief description of the reason for the call.
Taking messages
When taking messages make sure you take down these details:
• name - the full name of the person calling
• company
• telephone number
• time
• date
• message.
You should also repeat the message back to the customer to make
sure it is accurate.
Once you have taken the message don’t forget to pass it on!
The aspect of dealing with difficult calls will be covered in Section

3, in the section on dealing with complaints.

Activity 9: Role play of customer service on the telephone
Your trainer will need to ring you as a customer and you should
clearly demonstrate how to take a phone call and message. Your
trainer will base the customer’s queries/requests on typical
examples from your workplace.
Discuss your performance in this role play with your trainer. Did
you respond to the customer according to your company’s
customer service policies and procedures.

Facsimile and e- mail
These methods of electronic messaging are becoming increasingly

popular for the transport industry. You will have company
procedures to follow for sending and receiving faxes. Make sure
you keep your communication business-like and clear.
When using e-mail, you will need to keep track of the information
given and received. This may require hard copy supporting
materials, particularly in the case of invoices and orders.
Meeting customer needs
The customer is central to your business. Without them your

business would not survive. Keeping customers happy is one of the
most important parts of your job.
Customer loyalty happens when customers are happy to come back

to you time and time again to buy your products and services.
Loyal customers are also more likely to encourage others to do
business with your company.
There are certain qualities that will help you to be more responsive
to your customers’ needs. These include:
• sincerity - customers need to trust you and feel
comfortable about doing business with you
• outgoing personality - you need to show enthusiasm
and interest in other people
• confidence - if you inspire confidence your customer will
feel comfortable about doing business with you.
What is good service?
You may be only one person in the company but to the customer
you are the company. You may even represent the company for
whom you make deliveries, so you need to have strong
communication skills.
Here are some useful listening tips.

• Let customers finish speaking. Don’t rush them or finish
their sentences.

• Encourage customers to talk by asking open-ended

questions. These are questions which give you more
information get the customer talking by needing more
than yes or no for an answer.
• Concentrate on what’s being said, not what you’ll say
next. Make brief comments now and then to show that
you are listening.
• Take notes. Customers will know you’re paying
attention.
• Be aware of body language. Posture, facial expression
etc., can tell you a lot about what’s on a customers’
mind. Think about your own body language too.
• Summarise what’s been said in your own words.

Activity 10: Questioning customers for information
Below is a list of questions you could ask customers. Write an O

next to the open-ended questions, and a C next to the closed ones.
1. Are there any special requirements for your

order?
2. Who is responsible for order 1675a?
3. What did you think of the brochure we sent you?
4. How may I assist you?
5. Did you get our brochure in the mail?
6. What special requirements are there for your

order?
7. Did you receive the goods on time?
8. What type of freight do you need to transport?

Guide.

Think about the type, amount and usefulness of information gained

through each of these questions.
The other aspect of good communication skills is how you respond

and speak to the customer.
• Ask questions to see what customers really want and
need.
• Offer a choice where possible.
• Give out information about the business i.e. change of
invoicing system, way of changing the route so it gets
to the business at a more convenient time.
• Point out possible outcomes such as delays or added
charges. Don’t give unpleasant surprises!
• Be accurate. Don’t guess about delivery times/dates
and so on. Offer to call back if you need to get the
information.
• Make your customers feel special. Ask how they are
getting on. Build up a relationship.
Product and operations knowledge
If you are able to give your customers all the information they
need about your product or service, they will feel they are getting
value for money. They will return time and again to a company
that they feel know its business.

Activity 11: What information do you need to answer your

customer’s questions effectively?
What questions are you frequently asked regarding the company’s

products?
____________________________________________________
____________________________________________________
____________________________________________________
Do you have all the information available when it is requested?
____________________________________________________
Do you ask for assistance from other staff to get the necessary
information?
____________________________________________________
Are there any other services that the company should consider to
assist the customers?
____________________________________________________
____________________________________________________
What procedures are there for recording customer

comments/problems?
____________________________________________________
____________________________________________________
____________________________________________________

Reporting customer inquiries
Keep in mind:
• your organisation depends on customers
• customers depend on you.
Keeping the customer satisfied is the key to any successful

organisation. When customer service issues are successfully
resolved, everyone comes out ahead!
• Customers
− know that they have been understood and that their rights
and needs have been respected.
• Organisations
− learn about problems that need attention. It’s also good
when satisfied customers return - and recommend the
organisation to their friends.
• Employees
− gain increased satisfaction and other benefits - and
recognition for a job well done.

Activity 12: Recording and reporting procedures

What procedures does your company have for recording and
reporting customers inquiries and associated action?
____________________________________________________
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Section 2
Ensure customer comfort

Section outline
Areas covered in this section
Passenger management
Passenger comfort
Vehicles and equipment
Appropriate driving

Passenger management
Passenger vehicle drivers need to:

• have a high standard of driving, courtesy, patience and
dress
• show consideration to the needs of the variety of
passengers carried
• have passenger interest, comfort and care of the
vehicle foremost in their mind
• behave as a professional driver and maintain that
professionalism at all times.
Your passengers are very important people. They are paying your
wages.
You are the public face of your company when you are dealing
with your passengers and the way you treat them reflects on your
company.
There are some simple things you can do to make your passengers
more comfortable:
• always greet your passenger cordially
• assist with any luggage (where applicable)
• return any friendliness offered but keep conversation to
a minimum - do not let it distract you from your driving
• always advise passengers on itinerary questions
courteously
• show tolerance to all passengers
• always ensure passengers alight safely at their
destination.

Activity 12: Passengers’ questions
Think about the questions that passengers ask most often and
regularly. Give two examples:
1. __________________________________________________
__________________________________________________
2. __________________________________________________
__________________________________________________
How do you respond to these queries?
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Passengers
Speaking generally, you can divide passengers into five main

groups:
• elderly
• amiable
• children
• people with disabilities
• difficult.
You will have contact with all these types, and combinations of
them, in your days as a driver.
The way that you handle each situation will be viewed by them,
and by other passengers, and will reflect on you and the reputation
of your company.
Let us look at these 5 types:
Amiable
This person will always make your job easier. Their good humour
can affect the mood of all people they come into contact with.
Encourage their friendliness without letting it distract you from
your driving.
Elderly
Elderly passengers require more tolerance. Always give them

enough time and assistance if necessary. But don’t forget that
being a bit slower in body doesn’t mean they are slower in mind -
do not patronise them.
Difficult
These are the passengers who find fault in every situation and are
not slow to complain about their perceived problems. It is vital to
avoid confrontation when dealing with difficult customers! Be firm
and polite, do not get involved in any argument.
Remember that you will not be carrying this passenger for very
long, it is important not to let them upset your day.

Children
School children use public transport regularly and often in groups

and they present their own problems. It is important not to pre-
judge situations and treat any interaction on its merits. Trying to
be authoritarian when dealing with children will not be effective.
Concentrate on being firm and polite and avoid confrontation.
People with disabilities
You must always be aware that people with physical and

intellectual disabilities use public transport and that they have
special needs at times. Ensure that you know the company codes
of practice and legal obligations. Be prepared to offer special
assistance if required.

Activity 13: Difficult customers
Think about two situations where you have successfully dealt with
“difficult” passengers. List the reasons why you were able to
handle the situation.
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
Were you able to put the situation out of your mind quickly or did it
affect your treatment of other passengers later?

Professional presentation
One of the first steps to ensuring passenger comfort is the

presentation of yourself and your vehicle. A customer will feel
reassured that they are dealing with a professional driver if you
look the part.
If you have a company uniform, make sure you wear it correctly.

Your clothes should be clean and tidy at all times and your shoes
polished.
Your personal grooming and hygiene is also important. Hair neat,

clean nails, etc.

Activity 14: Uniforms
Does your company have a dress or uniform code?
YES/NO
What is it?
____________________________________________________
____________________________________________________
If you do not have a code, what do your think could be an

advantage of having one?
____________________________________________________
____________________________________________________

Vehicles and equipment
Your vehicle is the most visible aspect of the transport industry to

the potential customer.
It should always be clean and tidy and well maintained.

Passengers have expectations regarding the internal cleanliness of
your vehicle that must be met if you want to get more business
from them.
Make sure the interior of your vehicle is always kept tidy.

Regularly inspect surfaces for graffiti, scuff marks, etc. Often this
damage can be removed relatively easily if noticed early.
Driving
The manner in which you drive the vehicle will contribute

significantly to passenger comfort. Think about your own
experiences as a passenger, what do you find most comfortable?
Like most people you probably said ‘smooth driving’.
A safe and comfortable ride means:

• drive at a consistent, moderate speed
• controlled and smooth stops
• smooth starts from a stand-still
• entry into and exit from corners should be at a speed
that doesn’t startle or toss your passengers about.

Activity 15: Anti-discrimination provisions
Are you aware that your company is subject to “anti-discrimination”

legislation in its relationship with its passengers?
YES/NO
Are you aware of your company’s codes and practices relating to

these matters?
YES/NO
If yes, give a brief summary of the legal requirements.
____________________________________________________
____________________________________________________
____________________________________________________
If no, ask your trainer to assist you to get the information.


Additional
resources

Print based:
• company information about customer service
• handouts from your trainer.
Websites:
• Queensland Transport
www.transport.qld.gov.au
• Transport SA
www.transport.sa.gov.au

Feedback on
activities
The responses provided in this section are suggested responses.
Because every workplace is different, your responses may vary
according to your specific workplace procedures, the equipment
available and the nature of the business.

Activity 1: Internal and external customers
The customers should include external customers, and internal

customers such as suppliers, other departments within the
company and other branches and/or distribution centres.
Activity 6: What are your company’s customer service

policies?
1. No
2. Yes
3. No
4. Yes
5. Yes
Activity 7: Case study
Andrea’s location is not ideally suited to good customer service.

She needs to ensure that she can deal with both reception and
telephone inquiries.
She gives the impression that the company will only deal with
certain customers and she can be neglectful. Because she gets
flustered and doesn’t know the appointments procedures, she
gives the impression of inefficiency.
It is important that she retrieves the situation with Customer No. 1,

and finds out what can be done to help him. Perhaps there is a
person who can give him immediate attention and answers to his
queries.
Andrea should be counselled on the reception procedures.

Activity 10: Questioning customers for information

1. C
2. C
3. O
4. O
5. C
6. O
7. C
8. O


TLII207D - Apply Customer Service Skills - Learner Guide

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TLII207D - Apply Customer Service Skills - Learner Guide

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TLII207D Apply

Additional resources ....................................................................... 49

Feedback on activities .................................................................... 51

Page 2 © Australian National Training Authority 2003

What this Learner’s Guide is about

This Learner’s Guide is about the skills and knowledge required to

The Elements of Competency from the unit TLII207D Apply

© Australian National Training Authority 2003 Page 3

Planning your learning

It is important to plan your learning before you start because you

Together with your supervisor or trainer use the checklists on the

Page 4 © Australian National Training Authority 2003

Section 1: Dealing with customer inquiries

Are you able to: Yes No

Section 2: Ensure customer comfort

Are you able to: Yes No

© Australian National Training Authority 2003 Page 5

How you will be assessed

Assessment of this Unit of Competency will include observation of

You will be required to:

Page 6 © Australian National Training Authority 2003

Dealing with customer inquiries

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Areas covered in this section

Identifying your customers

Identifying the services you offer

Face-to-face customer service

Effective telephone techniques

Meeting customer needs

Reporting customer inquiries

Page 8 © Australian National Training Authority 2003

Identifying your customers

Who are your customers?

The customer is:

Satisfied customers mean:

There are both internal and external customers.

© Australian National Training Authority 2003 Page 9

Activity 1: Internal and external customers

List as many products or services you can think of which are

e.g. delivery to other branch branch - internal

There is feedback on this activity at the back of this Learner’s

Page 10 © Australian National Training Authority 2003

What services does your company offer?

‘Before sales’ service

This could include informing people about your company through

© Australian National Training Authority 2003 Page 11

Activity 2: What ‘before sales’ services does your company

Page 12 © Australian National Training Authority 2003

Follow-up may be just as important with internal clients as with

Some methods of follow-up include:

‘After sales’ service

You need to have a well-organised dispatch area. It will allow the

Your company may need to work outside of standard operating

Delivery is your business. The customer wants to know that your

© Australian National Training Authority 2003 Page 13

Product range and availability

If your company offers several different services, this is of interest

Staff contact behaviour

Customers don’t want to talk to an employee who is rude or

Page 14 © Australian National Training Authority 2003

Activity 3: Assisting customers

Observe three different occasions when other work mates are

© Australian National Training Authority 2003 Page 15

You should know what products your organisation is involved with.