TLIG2007_TLII0005 Customer Service CLUSTER

The course has been developed and contextualised for the transport and logistics industry and provides for education and training to apply cultural awareness, communication principles and problem-solving techniques to facilitate working in a socially diverse customer service environment in accordance with workplace standards and procedures, relevant anti-discrimination, and equal employment opportunity (EEO) regulations, and includes opportunities for communicating with customers and colleagues from diverse backgrounds and dealing with cross-cultural misunderstandings, monitoring internal and external customer satisfaction, and taking appropriate action to satisfy customer needs.

These resources and tools can be adapted to suit specific heavy vehicle occupations in the transport and logistics industry.

These resources and tools cover the following units of competency:

• TLIG2007 - Work in a socially diverse environment (Release 2)
• TLII0005 - Apply customer service skills (Release 1)