CURRICULUM of COMPETENCY UNIT (CoCU)

Sub Sector BUSINESS & FINANCE

Job Area OFFICE ADMINISTRATION SUPERVISION
Competency Unit Title CUSTOMER LIAISON
The person who is competent in this CU shall be able liaise with customer according to organisations procedures.
Upon completion of this competency unit, trainees will be able to:-
Learning Outcome  Prepare requirements for customer liaison activity;
 Liaise with customer; and
 Report customer liaison activity.
Training
Competency Unit ID FB-024-3:2012-C05 Level 3 71 Hours Credit Hours 7
Duration
Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hours Mode Criteria
1. Prepare i. Types of 7 hour Lecture i. Types of
requirements communication communication
for customer ii. Communication identified
liaison activity etiquette according to
iii. Customer liaison requirements
procedures ii. Communication
iv. Liaison communication etiquette applied
methods iii. Liaison
v. Services offered by the communication
company methods applied
vi. Customer services; iv. Communication
 Customer complaint tools and
 Social responsibility equipment
 Internal/external prepared
communication according to
vii. Communication tools types of
and equipment communication
viii. Suitable location to v. Suitable location
meet visitor to meet visitor
ix. Types of customer arranged

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hours Mode Criteria
feedback/complaint
x. Procedure to respond
to customer’s
feedback/complaint

i. Determine types of 14 hours Demonstration

communication &
ii. Apply communication Observation
etiquette
iii. Determine customer
liaison procedures
iv. Determine liaison
communication
methods
v. Interpret services
offered by the company
vi. Interpret customer
services
vii. Set up communication
tools and equipment
according to types of
communication
viii. Arrange suitable
location to meet visitor
ix. Identify procedure to
respond to customer’s
feedback/complaint

Attitude:
i. Proactive to
liaise with
customer

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hours Mode Criteria
2. Liaise with i. Immediate response for 10 hours Lecture i. Immediate
customer complaints response for
ii. Visitor’s enquiry form complaints
iii. Incoming call identified
and complaints ii. Visitor’s
iv. Visitor’s log book enquiry form
v. Procedures to retrieve filled up
customer’s feedback according to
complaint procedures
vi. Classification of and format
customer’s iii. Procedure to
feedback/complaint retrieve
vii. Effectiveness in customer’s
response to customer’s feedback/
feedback/complaint complaint
i. Apply customer liaison 20 hours Demonstration confirmed
procedures & iv. Classification
ii. Determine immediate Observation of customer’s
response for feedback/com
complaints plaint
iii. Fill in visitor’s enquiry evaluated
form according to
procedures and
format
iv. Check procedure to
retrieve customer’s
feedback/ complaint.
v. Analyse classification
of customer’s
feedback/complaint

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hours Mode Criteria
Attitude:
i. Relational,
friendly and
communicative
ii. Precise in
handling fill in
visitor’s log book
3. Report i. Customer’s feedback 8 hours Lecture i. Customer
customer liaison ii. Improvement for feedback
activity customer liaison checked
activity ii. Improvement
iii. Communication skills for customer
iv. Types of report liaison
v. Report writing recommended
vi. Procedure to submit iii. Report
report to superior submitted to
i. Record all customer 12 hours Demonstration superior
feedback in customers &
log book Observation
ii. Review customer
feedback
iii. Interpret customer
feedback
iv. Determine types of
report
v. Recommend
improvement for
customer liaison
activities
vi. Prepare customer
liaison activity report Attitude:
to superior i. Meticulous in
vii. Submit report to preparing report
superior

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Employability Skills

Core Abilities Social Skills

01.01 Identify and gather information. 1. Communication skills
01.02 Document information procedures or processes. 2. Conceptual skills
01.04 Analyse information. 3. Interpersonal skills
02.01 Interpret and follow manuals, instructions and SOP's.
4. Learning skills
02.02 Follow telephone/telecommunication procedures.
02.03 Communicate clearly. 5. Leadership skills
02.04 Prepare brief reports and checklist using standard forms. 6. Multitasking and prioritizing
02.05 Read/Interpret flowcharts and pictorial information. 7. Self-discipline
02.06 Write memos and letters 8. Teamwork
03.08 Develop and maintain a cooperation within work group
04.06 Allocate work
05.01 Implement project/work plans
05.02 Inspect and monitor work done and/or in progress
06.02 Comply with and follow chain of command.
06.03 Identify and highlight problems.

Tools, Equipment and Materials (TEM)

ITEMS RATIO (TEM : Trainees)
1. Procurement documents 1:1
2. Computer 1:1
3. Communication media 1:2
4. Visitor enquiry form 1:1
5. Communication etiquette 1:1
6. Communication liaison procedure 1:1

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REFERENCES

th
1. John Harrison, 10 edition, 1996, Secretarial Duties, ISBN 9780582278448
nd
2. Josephine Shaw, 2 edition 1984, Administration in Business, ISBN 0712101861
3. Shirley Harrison, 2000, Public Relations: An Introduction, ISBN 9781861525475
4. Richard B. Chase, Nicholas J. Jacobs, F. Robert ( 2001) Operation Management For Competitive Advantage (Ninth), McGraw- Hill
Education
( Asia), ISBN 0-07-120680-9
5. Estelle Belle Hunter, 2010, Office Administration for organizations supervising, ISBN 1146982763
6. Pattie Odgers, 2005, Administrative Office Management, ISBN 9780538438575

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