This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies. The unit applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems. Individuals may provide guidance or delegate work related tasks to others. No licensing, legislative or certification requirements apply to this unit at the time of publication.

This unit describes the skills and knowledge required to design, develop and review learning strategies. It applies to those who work under limited supervision and use a range of specialised technical or managerial skills to develop learning strategies relevant to both Training Package qualifications and course-based qualifications. The learning strategy provides an overview or outline only. Detailed guidance is provided in the content of specific learning programs. No licensing, legislative or certification requirements apply to this unit at the time of publication.