TLIG2007_TLII0005 Customer Service Cluster
Develop customer service and communication skills for the Transport and Logistics industry with a comprehensive suite of teaching, learning and assessment resources for RTOs.
The resources cover cultural awareness, communication and problem-solving in socially diverse customer service environments, including communicating with customers and colleagues from diverse backgrounds, responding to cross-cultural misunderstandings, and working in accordance with relevant workplace standards, procedures, anti-discrimination and equal employment opportunity (EEO) regulations.
Content also covers monitoring internal and external customer satisfaction and responding appropriately to customer needs. The fully editable resources can be adapted to suit a range of occupations within the Transport and Logistics industry.
Units of Competency
- TLIG2007 – Work in a socially diverse environment (Release 2)
- TLII0005 – Apply customer service skills (Release 1)
File Format
Word documents - fully editable and customisable to your brand.
This Pack Contains
- Unit delivery guide (Session Plan)
- Training presentation
- Student learning guide
- Theory and skills-based assessment tools mapped to the unit of competency requirements
- Assessor marking guide
- Assessment outcome recording tool
- Pre-assessment validation evidence
eLearning Option
An eLearning module can be provided at additional cost - Contact us to find out more.
