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UNIT OF COMPETENCY: PROVIDE EFFECTIVE CUSTOMER SERVICE

UNIT CODE : TRS311205

UNIT DESCRIPTOR : This unit of competency deals with the knowledge,
skills and attitudes in providing effective customer
service. It includes greeting customer, identifying
customer needs, delivering service to customer,
handling queries through telephone, fax machine,
internet and email and handling complaints,
evaluation and recommendation.

PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
1. Greet customer 1.1 Guests are greeted in line with enterprise procedure

1.2 Verbal and non-verbal communications are appropriate
to the given situation

1.3 Non verbal communication of customer is observed
responding to customer

1.4 Sensitivity to cultural and social differences is
demonstrated

2. Identify customer 2.1 Appropriate interpersonal skills are used to ensure
needs that customer needs are accurately identified

2.2 Customer needs are assessed for urgency so that
priority for service delivery can be identified

2.3 Customers are provided with information
2.4 Personal limitation in addressing customer needs is
identified and where appropriate, assistance is sought
from supervisor

3. Deliver service to 3.1 Customer needs are promptly attended to in line with
customer enterprise procedure
3.2 Appropriate rapport is maintained with customer to
enable high quality service delivery
3.3 Opportunity to enhance the quality of service and
products are taken wherever possible

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TR – Photography NC II