This Learner Guide deals explains how to determine the service requirements and preferences of customers and clients through consultation and communication. It also covers how to determine if a customer’s needs are within the scope of the service officer’s responsibilities or whether other service providers would be required. The material then describes how to inform customers about the services available to them and how these are to be used. Throughout, it emphasises the value of service officers seeking confirmation from supervisors.

Resources available

Learner Guide
• Mapped to Units of Competency
• Workplace Examples
• Practice Tasks
• Topic Summaries
• Learning Checkpoints

Assessment Support Pack
For the student:
• Practice Assessment Workbook
• Final Assessment Workbook
• Supporting documents
For the assessor:
• Introduction Manual
• Practice Assessments and Marking Guide
• Final Assessment and Marking Guide
• Talk with Others discussion topics
• Observation*
• Third Party Report*
• Competency Mapping
• PowerPoint Slides
• Delivery Plans

PowerPoint Slides are also available separately per unit of competency. Contact your Account Manager for more information.

*where the Unit of Competency requires an Observation be undertaken

Learner guides

• Product Code: BBXDB301
• ISBN: 978-1-76075-888-2

Support resources

• Product Code: BBXDB301SP
• ISBN: 978-1-76075-890-5