Domain - Service Delivery

Domain - Service Delivery

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Assessment Standards

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Level 2
28145 Unit Interact with customers in a service delivery context
2 Credits
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57 Unit Provide customer service
2 Credits
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62 Unit Maintain personal presentation and a positive attitude in a workplace involving customer contact
3 Credits
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Level 3
11815 Unit Answer customer enquiries on the telephone in a wide range of contexts
3 Credits
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11816 Unit Respond to customer enquiries by writing in a range of contexts
4 Credits
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11818 Unit Demonstrate and apply product and/or service knowledge
2 Credits
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27927 Unit Apply health, safety and security practices to service delivery operations
5 Credits
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27928 Unit Interact with other staff, managers and customers to provide service delivery outcomes
5 Credits
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27929 Unit Apply standard operating procedures and the code of conduct to a work role in a service delivery organisation
5 Credits
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28146 Unit Prepare for and handle payment transactions in a service delivery context
4 Credits
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376 Unit Employ customer service techniques to accommodate customer behavioural styles in a workplace
2 Credits
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378 Unit Provide customer service for international visitors
3 Credits
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Level 4
11826 Unit Develop and use customer satisfaction measurement tools
4 Credits
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27960 Unit Monitor and maintain health, safety and security practices for a service delivery organisation
5 Credits
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27961 Unit Monitor and maintain staff performance and interactions with customers to meet service delivery outcomes
5 Credits
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27962 Unit Monitor and maintain the application of standard operating policies and procedures in a service delivery organisation
5 Credits
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Level 5
26255 Unit Conduct business research
10 Credits
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27935 Unit Apply staffing strategies to achieve service delivery outcomes for operational roles in a service delivery organisation
10 Credits
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27936 Unit Manage operating procedures and compliance requirements to meet service delivery outcomes
10 Credits
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27938 Unit Manage staff to meet service delivery outcomes
10 Credits
Word  PDF