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UNIT OF COMPETENCY : RENDER SERVICE EXCELLENCE TO CUSTOMERS
UNIT CODE : ICT724604
DESCRIPTOR : This unit covers the knowledge, skills and attitude to
conduct effective and efficient customer interactions.

PERFORMANCE CRITERIA
ELEMENT
(Italicized Bold terms are elaborated in the range of variables)

1. Identify customer 1.1 Basic products and services catered to customers are
needs identified

2. Conduct effective and 2.1 Guidelines on proper customer interface is adhered in
efficient customer accordance with the client/customer needs
interactions 2.2 Interactive communication is used in accordance with
customer relationship management
2.3 Customer’s inquiries/concerns are identified, responded
and resolved
2.4 Courtesy is provided to the customer in accordance with
customer relationship management
2.5 Proper grooming is maintained at all times.

3. Handle customer 3.1 Nature and details of the complaint are established and
complaints appropriate actions are taken
3.2 Key principles and steps to retention in handling
difficult customers is applied.

4. Provide after-sales 4.1 Follow-up action is made to ensure that agreements with
support customers are implemented
4.2 Complaints are resolved and actions are taken in
accordance with the agreements made with the
customers

4.3 Full documentation of actions taken and resolutions
agreed with the customers are done

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TRAINING REGULATIONS – BROADBAND INSTALLATION (FIXED WIRELESS SYSTEM) NC II Page 29