NZQA registered unit standard
28145 version 1
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Title
Interact with customers in a service delivery context
Level
2
Purpose
Credits
2
This pre-entry unit standard is for people training to work in the
hospitality, retail or travel and tourism sectors.
This unit standard will be assessed in a service delivery context
and relates to the methods and techniques used to interact with
customers at a basic level to provide service delivery outcomes
in a hospitality, retail or travel and tourism workplace.
Classification
Service Sector Skills > Service Delivery
Available grade
Achieved
Explanatory notes
1
Definitions
Establishment requirements – any policy, procedure, process or agreed requirement,
either written or oral, made known to the candidate prior to assessment against this
unit standard.
Customers may include but are not limited to – internal customers, external
customers, guests.
2
Legislation to be complied with includes but is not limited to – the Health and Safety
in Employment Act 1992, Resource Management Act 1991.
3
This unit standard can be assessed against in a simulated situation. This refers to a
situation that reflects some elements of commercial realism but the candidate must
be under time pressure.
4
Candidates needing to gain generic customer service skills should be assessed
against Unit 62, Maintain personal presentation and a positive attitude in a workplace
involving customer contact.
Outcomes and evidence requirements
Outcome 1
Interact with customers in a service delivery context.
Evidence requirements
1.1
Personal presentation standards are met and maintained in accordance with
establishment requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Range
1.2
28145 version 1
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personal presentation standards may include but are not limited to
– hair, hands and nails, feet, body, face, oral, clothing, piercings,
hand washing, footwear, accessories;
evidence of four is required.
Greetings and acknowledgements given to customers enable the customer to
feel welcomed in accordance with establishment requirements.
acknowledgements may include but are not limited to – posture,
body language, smile, polite language.
Range
1.3
Greetings and acknowledgements are timely and meet the needs of the
customer’s service delivery requirements in accordance with establishment
requirements.
1.4
Customers service delivery requirements are acknowledged in a manner that
reflects the candidate’s job role in accordance with establishment requirements.
acknowledgement may include but is not limited to – offering
assistance, providing a service.
Range
1.5
Interactions with customers from other cultures are appropriate to the culture
and situation in accordance with establishment requirements.
Replacement information
This unit standard replaced unit standard 14462.
Planned review date
31 December 2019
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
20 February 2014
N/A
Consent and Moderation Requirements (CMR) reference
0112
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
28145 version 1
Page 3 of 3
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
Comments on this unit standard
Please contact ServiceIQ at qualifications@serviceiq.org.nz if you wish to suggest
changes to the content of this unit standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016