Domain - Service Delivery
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| 0 Qualifications | 22 Assessment Standards (20 Units & 2 Skills) | View Education Organisations with Consent to Assess |
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Assessment Standards
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Level 2
Interact with customers in a service delivery context
Version 2 This unit standard replaced unit standard 14462.
28145 Unit Standard 2 Credits
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This unit standard is for people training to work in the service sector. People credited with this unit standard are able to interact with customers in a service delivery context.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Provide customer service
Version 10
57 Unit Standard 2 Credits
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This unit standard is for people entering, or employed in, the service sector who would like to build their customer service skills. People credited with this unit standard are able to: describe customer service; provide customer service; and respond to a customer complaint.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Maintain personal presentation and a positive attitude in a workplace involving customer contact
Version 10
62 Unit Standard 3 Credits
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This unit standard is for those people working in positions involving customer contact. People credited with this unit standard are able to: describe personal hygiene and presentation requirements for a workplace involving customer contact; describe factors that project a positive attitude; present a positive image; and maintain personal presentation and a positive attitude, in a workplace involving customer contact.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Level 3
Answer customer enquiries on the telephone in a wide range of contexts
Version 7
11815 Unit Standard 3 Credits
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This unit standard is for people who work, or plan to work, in the sales or customer service environment. People credited with this unit standard are able to: establish customer requirements over the telephone; meet customer requirements and close call; and complete documentation and follow-up procedures.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Respond to customer enquiries by writing in a range of contexts
Version 7
11816 Unit Standard 4 Credits
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This unit standard is for people who work, or plan to work, in the sales or customer service environment. People credited with this unit standard are able to: analyse customer needs and expectations, and identify options to meet them; write replies to customers; and complete documentation and follow-up procedures.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Demonstrate and apply product or service knowledge in a service delivery workplace
Version 7
11818 Unit Standard 4 Credits
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This unit standard is for people who work, or wish to work, in the sales or customer service environment. People credited with this unit standard are able to demonstrate knowledge of product or service in a service delivery workplace, and apply product or service knowledge in own work practices.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Apply health, safety and security practices to a work role in a service delivery workplace
Version 2 This unit standard replaced unit standard 14465 and unit standard 25513.
27927 Unit Standard 5 Credits
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This unit standard contains a set of core competencies for people working in a service delivery role in the service sector. People credited with this unit standard are able to demonstrate knowledge of and apply health, safety and security practices relevant to a work role in a service delivery workplace.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Interact with other staff and managers, and customers to provide service delivery outcomes
Version 2 This unit standard replaced unit standard 14464.
27928 Unit Standard 5 Credits
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This unit standard contains a set of core competencies for people working in a service delivery role in the service sector. People credited with this unit standard are able to interact with other staff and managers, and customers to provide service delivery outcomes.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Apply standard operating procedures and the code of conduct to a work role in a service delivery workplace
Version 2
27929 Unit Standard 5 Credits
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This unit standard contains a set of core competencies for people working in a service delivery role in the service sector. People credited with this unit standard are able to demonstrate knowledge of standard operating procedures and the code of conduct relevant to a work role in a service delivery workplace; and apply standard operating procedures to a work role in a service delivery workplace.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Prepare for and handle payment transactions in a service delivery context
Version 2 This unit standard replaced unit standard 14463.
28146 Unit Standard 4 Credits
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This unit standard is for people who handle cash transactions or prepare accounts for payment in the service sector. People credited with this unit standard are able to prepare for and handle payment transactions in a service delivery context.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Employ customer service techniques to accommodate customer behavioural styles in a workplace
Version 9
376 Unit Standard 2 Credits
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This unit standard is for people who work, or plan to work, in a customer service environment. People credited with this unit standard are able to: describe and apply customer service techniques to accommodate customer behavioural styles, and evaluate the effectiveness of the techniques used.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Provide customer service for international visitors
Version 9
378 Unit Standard 3 Credits
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This unit standard is for people employed in the service sector. People credited with this unit standard are able to: identify and describe present and emerging international visitor groups; communicate with international visitors; and develop service strategies to provide customer service for international visitor groups.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Apply customer service techniques to provide quality customer service interactions
Version 1
40045 Skill Standard 10 Credits
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Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Work effectively in a team to foster a safe, sustainable, and productive workplace
Version 1
40048 Skill Standard 10 Credits
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Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Level 4
Develop and use customer satisfaction measurement tools
Version 7
11826 Unit Standard 8 Credits
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This unit standard is for people who work, or plan to work, in the sales or service environment. People credited with this unit standard are able to: develop customer satisfaction measurement tools; evaluate customer satisfaction; and recommend improvements where customer dissatisfaction exists.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Monitor and maintain health, safety and security practices for a service delivery organisation
Version 4
27960 Unit Standard 5 Credits
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This unit standard contains a set of competencies for people who are working in a service delivery role in the service sector. People credited with this unit standard are able to monitor and maintain specific health and safety practices, and security procedures for work roles in an organisation that provides service delivery outcomes.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Monitor and maintain staff performance and interactions with customers to meet service delivery outcomes
Version 3
27961 Unit Standard 5 Credits
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This unit standard contains a set of competencies for people working in a service delivery role in the service sector. People credited with this unit standard are able to monitor and maintain staff performance and interactions with customers to ensure service delivery outcomes are met.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Monitor and maintain the application of standard operating policies and procedures in a service delivery workplace
Version 3
27962 Unit Standard 5 Credits
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This unit standard contains a set of competencies for people who are working in a service delivery role in the service sector. People credited with this unit standard are able to monitor and maintain the application of the code of conduct and standard operating policies and procedures in an organisation that provides service delivery outcomes.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Level 5
Conduct business research in a service delivery organisation
Version 4 This unit standard replaced unit standard 2952
26255 Unit Standard 10 Credits
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People credited with this unit standard are able to, in a service delivery organisation; propose and produce a research plan for a business problem; and analyse data and present research findings to address a business problem.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Analyse and apply staffing strategies to achieve service delivery outcomes
Version 2
27935 Unit Standard 10 Credits
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This unit standard contains a set of competencies for experienced people who are supervising others in a service delivery role in the service sector. People credited with this unit standard are able to analyse and apply staffing strategies to achieve service delivery outcomes.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Manage compliance requirements and operating procedures to meet service delivery outcomes
Version 2
27936 Unit Standard 10 Credits
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This unit standard contains a set of competencies for experienced people who are supervising others in a service delivery role in the service sector. People credited with this unit standard are able to manage compliance requirements and operating procedures to meet service delivery outcomes.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Manage staff to meet service delivery outcomes
Version 2
27938 Unit Standard 10 Credits
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This unit standard contains a set of competencies for experienced people who are supervising others in a service delivery role in the service sector. People credited with this unit standard are able to manage staff to meet service delivery outcomes.
Consent & Moderation Requirements:
CMR 112
Standard-setting body:
Data as at 10 October 2024