MEM16003 – Provide advanced customer service

$330.00 Inc GST

This unit of competency defines the skills and knowledge required to provide comprehensive assistance to customers. It includes identifying a customer’s relationship to the enterprise and determining how service could be improved.

Applications of this unit would typically be found in warehouses, service and design departments, and relate to internal or external customers, across a range of products and services. This may include the taking of one-off or special orders requiring detailed descriptions, the handling of complaints referred for more detailed assistance than the initial point of contact, and work as a designated liaison officer.

No licensing, legislative or certification requirements apply to this unit at the time of publication.


All AET Assessment Tools:

  • include instructions for students
  • include instructions for assessors
  • have comprehensive checklists for all practical assessments (unpacked from the unit requirements to resemble real vocational processes – to allow recording of observable behaviour)
  • include sample answers for all questions, allowing benchmarking against required competency levels
  • include detailed mapping against the full unit of competency (Performance Criteria, Elements, Critical Aspects, Required / Underpinning Knowledge and Skills, Range Statement Requirements, etc.)
  • are mapped to employability skills (full qualifications only)
  • can be contextualised to suit the requirements of your clients
  • are provided in Microsoft Word format – allowing you to make any modifications you see fit
  • allow for unlimited reprints within the purchasing RTO.  This means no annual fees!

Small (100mm x 80mm), Large (140mm x 112mm)


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