ABOUT THE UNIT

This unit is a core unit for the Certificate II in Information and Cultural Services and the Certificate III in Library and Information Services. The unit introduces you to the skills and knowledge required to deliver an excellent service to customers. The unit will cover the following areas:

  • Understanding the role of the customer, and its context in the Library and Information Services industry
  • Understanding the difference between internal and external customers
  • Identifying customer needs
  • Understanding the concept of service quality and customer value
  • Importance of developing product and service knowledge
  • Organisational, legislation and industry requirements around customer service
  • Engaging with customers – importance of first impressions
  • Communication skills required when dealing with customers
  • Identifying customer needs and meeting those needs
  • Delivery of a service, and identifying opportunities for enhancing service
  • Responding to customers
  • Dealing with customer feedback, including complaints

HOW THIS UNIT RELATES TO YOUR LIBRARY AND INFORMATION SERVICES CAREER

This unit is about laying the groundwork for working in a service industry, and specifically, providing excellent customer service in a Library and Information Services context. Libraries and information services are designed for and around people. Thus, customer service is a core focus.

This unit will enhance your ability to perform effectively when delivering quality service in your Library and Information Services role, whether for internal customers, such as colleagues and management, or external customers, such as clients.

TRANSFERABILITY OF SKILLS AND KNOWLEDGE

This unit has exceptionally broad applicability across industries and workplace contexts, and will be relevant to any future role you have, both in or outside of Library and Information Services.

For further information on this unit visit training.gov.au