Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Relate own role to customer engagement operations

1.1 Identify specific customer engagement operations and relate these to the industry-wide context

1.2 Identify how customer contact activity contributes to the organisation’s goals

1.3 Identify personal customer engagement role and operations

1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives

1.5 Identify the major components of the customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Reflect on personal performance

2.1 Recognise and use available resources and support effectively

2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure

2.3 Comply with regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations

3 Maintain a professional approach to employment

3.1 Display a positive and ethical approach to employment and role

3.2 Identify realistic short- and long-term career objectives

3.3 Relate personal capabilities to current role and career objectives

3.4 Identify strategies for projecting a professional image in current role

3.5 Contribute to the promotion of the centre, organisation and its staff to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure

4.2 Interact cooperatively with team members

Skill 

Performance 

Criteria 

Description 

Reading

1.1, 1.2, 1.5, 4.1

• Identifies relevant information sources to determine key and relevant workplace information

Oral Communication

4.1, 4.2

• Articulates clearly using specific and relevant language suitable to audience to convey requirements, and listening and questioning techniques to confirm understanding

Navigate the world of work

1.1-1.6, 2.1-2.4, 3.1-3.3, 4.1

• Takes steps to develop skills and personal efficacy in work role, with organisational support
• Identifies skills used in current role and how they may assist achievement of longer term goals
• Understands nature and purpose of own role and associated responsibilities, where it fits into the organisational structure and how it contributes to organisational goals and outcomes
• Recognises organisational expectations and follows explicit protocols and procedures, and legal and regulatory requirements

Interact with others

2.1, 4.2

• Establishes connections with team members, using some accepted practices for building rapport
• Seeks to cooperate with others to achieve results in immediate context

Get the work done

1.1, 1.5, 3.4, 3.5

4.1

• Completes routine tasks with familiar goals and outcomes
• Analyses attitudes and presentation associated with professional performance in a team

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE205 Prepare for work in a customer engagement environment

BSBCCO205A Prepare for work in a customer contact environment

Updated to meet Standards for Training Packages

Name changed to reflect industry practice

Equivalent unit

Release 

Comments 

Release 1

This version first released with Business Services Training Package Version 1.0.