ABOUT THE UNIT 

This unit is a core unit for the Certificate IV in Library and Information Services. The unit introduces you to the interpersonal, communication and customer service skills required to create a positive impression and to establish rapport with the customer. It involves the skills and knowledge of understanding, clarifying and meeting customer needs and expectations. The unit will cover the following areas:

  • Effective and professional communication
  • The use of language and tone
  • Non-verbal communication
  • Cultural and social sensitivity
  • Active listening and questioning
  • Identifying potential conflict
  • Maintaining high personal presentation standards
  • Identifying customer needs
  • Special needs customers
  • Organisational policies and procedures relating to customer service
  • Identify customer dissatisfaction and resolve customer complaints
  • Escalating complaints

HOW THIS UNIT RELATES TO YOUR LIBRARY AND INFORMATION SERVICES CAREER

People working in all Libraries and Information Services contexts work with customers. Customer contact is a key aspect of many job roles and people in these roles are responsible for understanding, clarifying and meeting customer needs and expectations, as well as creating a positive impression of the business or service they represent.

TRANSFERABILITY OF SKILLS AND KNOWLEDGE

The skills and knowledge gained from this unit are applicable to any workplace context, whether in the Library and Information Services sector or not. It is a core skill to have for any future employment.

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