ICTWOR308 — Provide customer service to telecommunications customers

1 Establish contact with customers

• 1.1Greet customer in a professional, courteous and concise manner according to enterprise requirements
• 1.2Maintain personal presentation according to enterprise requirements
• 1.3Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
• 1.4Respond appropriately to customer requests and use effective communication strategies that reflect customer support needs
• 1.5Establish rapport with customer by expressing a genuine interest in customer requirements

2 Identify telecommunications installation requirements

• 2.1Use active listening and questioning techniques to clarify installation requirements
• 2.2Identify details of existing and proposed telecommunications and/or cabling work
• 2.3Establish intended uses of equipment and associated cabling requirements
• 2.4Discuss benefits and disadvantages of alternative cabling or equipment as required
• 2.5Convey information respectfully and clearly

3 Identify installation locations

• 3.1Assess potential locations to ensure accuracy of installation
• 3.3Propose locations and confirm with customer
• 3.4Review existing plans and verify that proposed locations match enterprise preferred locations
• 3.5Scope activities to avoid work, health and safety (WHS) hazards

4 Deliver service/s to customers

• 4.1Establish availability, security, safety and other constraints on use of existing systems
• 4.2Communicate information according to enterprise code of conduct
• 4.3Implement enterprise procedures to install equipment and/or cabling according to industry standards and manufacturer specifications

5 Work as a team to provide customer service

• 5.1Acknowledge workplace team in providing customer service
• 5.2Agree on and establish a set of team goals and procedures in providing customer service
• 5.3Contribute to and support other team member goals to achieve quality customer service outcomes
• 5.4Review team goals and processes, as part of the team, to ensure continuous improvement of services provided to customers

6 Process customer feedback

• 6.1Seek, recognise and acknowledge customer feedback in order to improve personal performance and/or behaviour
• 6.2Respond according to enterprise procedures and legislative requirements
• 6.3Identify unmet needs and evaluate suitable ways to action feedback
• 6.4Assist customers to contact other services according to enterprise policies and procedures

7 Finalise customer interaction

• 7.1Complete all required documents promptly and accurately according to enterprise policies and procedures
• 7.2File completed documentation according to enterprise policies and procedures

What does an assessment tool for ICTWOR308 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for ICTWOR308 needs to address all 45 unit components: 7 elements with 27 performance criteria, 6 performance evidence requirements, 5 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for ICTWOR308?

Auditori pulls the current release of ICTWOR308 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for ICTWOR308 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing ICTWOR308 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of ICTWOR308, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.