NZQA registered unit standard
19605 version 4
Page 1 of 4
Title
Provide customer service in the glass, joinery or joinery related
industries
Level
3
Purpose
Credits
5
This entry-level unit standard is for people working in the glass,
joinery, or joinery related industries.
People credited with this unit standard are able to: make initial
contact with customers; determine and record customer’s
needs; inform customers of work progress; respond to
customer complaints, and build customer loyalty in the glass,
joinery or joinery related industries.
Classification
Glass and Glazing > General Glass and Glazing
Available grade
Achieved
Explanatory notes
1
Definitions
Active listening – the skills of listening. These skills may include – questioning,
reading and responding to body language, use of silence, paraphrasing, reflecting
feelings, summarising.
Customer – both internal and external customers, which can include co-workers and
managers, receiving goods and/or services in the glass and glazing or joinery
industry.
Worksite requirements – refer to instructions to staff on policy and procedures which
are documented in memo or manual format and are available in the workplace.
These requirements include – company specifications and procedures, work
instructions, manufacturer’s specifications, product quality specifications, legislative
requirements.
2
Range
This unit standard is applicable to the glass, joinery or joinery related industries which
include – automotive reglazing, laminate fabrication, aluminium fabrication, and
kitchen design industries.
Outcomes and evidence requirements
Outcome 1
Make initial contact with customers in the glass, joinery or joinery related industries.
Evidence requirements
Building and Construction Industry Training
Organisation
SSB Code 101562
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
1.1
Personal hygiene and grooming meet worksite requirements.
Range
1.2
requirements include – active listening, choice of language, nonverbal communication, technical terminology.
Procedures used during initial contact with customers meet worksite
requirements.
Range
1.4
requirements include – personal cleanliness, dress, hair, make-up,
body adornment, personal protective equipment.
Communication skills used to interact with customers meet worksite
requirements.
Range
1.3
19605 version 4
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requirements include – timeliness of initial contact, appropriate
welcoming phrase, identification of initial customer requirements,
provision of information, commitment to action, appropriate referral
where required.
Information recorded from initial contact meets worksite requirements.
Range
requirements include – details required, accuracy and legibility,
appropriateness for industry use.
Outcome 2
Determine and record customer’s needs in the glass, joinery or joinery related industries.
Evidence requirements
2.1
Information obtained from initial contact is confirmed in accordance with
worksite requirements.
2.2
Communication skills used to determine customers’ needs meet worksite
requirements.
Range
2.3
Recording of information obtained meets worksite requirements.
Range
2.4
requirements include – active listening, sequence of questioning to
obtain required information, clarification and confirmation of detail,
language appropriate for the customer’s level of knowledge,
appropriate selection and use of technical terminology.
requirements include – details of goods or service required, use of
correct technical terminology, selection and completion of
documentation and/or electronic record, confirmation of
requirements.
Procedural information supplied to customers meets worksite requirements.
Building and Construction Industry Training
Organisation
SSB Code 101562
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Range
19605 version 4
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requirements include – relevant enterprise policies and
procedures, steps to be followed to meet identified needs,
customer liaison and administrative requirements.
Outcome 3
Inform customers of work progress in the glass, joinery or joinery related industries.
Evidence requirements
3.1
Procedures used to report work progress are negotiated with customers and
meet worksite requirements.
Range
3.2
includes – methods of reporting, schedule for reporting,
information to be reported, explanation of industry terminology
involved.
Negotiated reporting procedures are carried out and documented in accordance
with worksite requirements.
Outcome 4
Respond to customer complaints in the glass, joinery or joinery related industries.
Evidence requirements
4.1
Customer complaint is acknowledged in accordance with worksite
requirements.
Range
requirements include – promptness, courtesy, procedure,
appropriate use and explanation of technical terminology.
4.2
Remedial action is taken in situations not requiring referral in accordance with
worksite requirements.
4.3
Instances where a complaint should be referred to a more appropriate person
are identified and acted on in accordance with worksite requirements.
4.4
Procedures for minimising disruption are applied in accordance with worksite
requirements.
Outcome 5
Build customer loyalty in the glass, joinery or joinery related industries.
Evidence requirements
5.1
Strategies used to communicate with the customer focus on development of
long-term customer relationships in accordance with worksite requirements.
Range
requirements include – positive conclusion, thanks for the enquiry
and/or business, expression of willingness to be of service in the
Building and Construction Industry Training
Organisation
SSB Code 101562
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
19605 version 4
Page 4 of 4
future, information about additional industry products and services
available.
5.2
Service provision reflects enterprise commitment to developing return business.
requirements include – responsiveness, quality of product and/or
service, timeliness, integrity, completing agreed actions, ability to
identify and meet customers’ needs.
Range
Planned review date
31 December 2020
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
20 September 2002
31 December 2013
Review
2
28 June 2005
31 December 2013
Review
3
21 November 2008
31 December 2017
Review
4
18 June 2015
N/A
Consent and Moderation Requirements (CMR) reference
0048
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.
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 the Building and Construction Industry Training Organisation
info@bcito.org.nz if you wish to suggest changes to the content of this unit standard.
Building and Construction Industry Training
Organisation
SSB Code 101562
 New Zealand Qualifications Authority 2016