Unit of competency details

BSBCUS301 - Deliver and monitor a service to customers (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCUS301B - Deliver and monitor a service to customersUpdated to meet Standards for Training Packages 24/Mar/2015


Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 1.0-2.0 
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 2.0 
NWP - National Water Training PackageNational Water Training Package 1.0 
MSF - Furnishing Training PackageFurnishing Training Package 2.0 
ICP - Printing and Graphic ArtsPrinting and Graphic Arts 1.0-2.0 
HLT - HealthHealth 2.0-3.1 
FWP - Forest and Wood Products Training PackageForest and Wood Products Training Package 2.0 
FNS - Financial Services Training PackageFinancial Services Training Package 1.0-2.0 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0 
CHC - Community ServicesCommunity Services 2.0-3.0 
BSB - Business Services Training PackageBusiness Services Training Package 1.0-2.0 
AVI - Aviation Training PackageAviation Training Package 3.0 
AUR - Automotive Retail, Service and Repair Training PackageAutomotive Retail, Service and Repair Training Package 3.0 
AHC - Agriculture, Horticulture and Conservation and Land Management Training PackageAgriculture, Horticulture and Conservation and Land Management Training Package 1.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
TLI33115 - Certificate III in Rail Customer ServiceCertificate III in Rail Customer Service 
TLI32416 - Certificate III in LogisticsCertificate III in Logistics 
TLI31616 - Certificate III in Warehousing OperationsCertificate III in Warehousing Operations 
RII30915 - Certificate III in Civil ConstructionCertificate III in Civil Construction 
NWP30415 - Certificate III in Water Industry IrrigationCertificate III in Water Industry Irrigation 
NWP30315 - Certificate III in Water Industry TreatmentCertificate III in Water Industry Treatment 
NWP30215 - Certificate III in Water Industry OperationsCertificate III in Water Industry Operations 
MSF31313 - Certificate III in Kitchens and Bathrooms - Retail ServicesCertificate III in Kitchens and Bathrooms - Retail Services 
MSF31113 - Certificate III in Cabinet MakingCertificate III in Cabinet Making 
MSF31013 - Certificate III in Interior Decoration Retail ServicesCertificate III in Interior Decoration Retail Services 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  30/Jul/2015 
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Unit Of competency

Modification History

Release 

Comments 

Release 1

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

Application

This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Stakeholder Relations – Customer Service

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1 Identify customer needs

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements

1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

2 Deliver a service to customers

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements

2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3 Monitor and report on service delivery

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4 Regularly seek customer feedback and use to improve the provision of products and services

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill 

Performance 

Criteria 

Description 

Reading

1.2 2.1, 2.3, 2.4, 3.1, 3.5

  • Comprehends textual information to determine customer service requirements
  • Proofreads texts for clarity of meaning and accuracy of grammar and punctuation

Writing

2.3, 3.5

  • Completes responses to customer complaints in required format
  • Prepares reports using sequencing, format and words to communicate recommendations clearly and effectively

Oral Communication

1.1, 1.3, 1.4, 2.2, 2.3, 2.4

  • Provides information or advice using structure and language to suit the audience
  • Asks questions and listens to gain information or confirm understanding

Navigate the world of work

1.2, 2.1-2.4, 3.1, 3.2

  • Recognises, understands and applies organisational policies and procedures relevant to role

Interact with others

1.1, 1.3, 1.4, 2.2, 2.3, 2.4, 3.4

  • Selects and uses appropriate communication conventions to establish connections, build rapport, seek information and develop professional working relationships
  • Adjusts personal communication style in response to the opinions, values and particular needs of others

Get the work done

1.2, 2.3, 2.5, 3.1-3.5

  • Plans and implements systems to gather and organise information
  • Monitor actions and progress against goals and implements adjustments as appropriate
  • Uses problem-solving skills to analyse and respond to customer complaints or enquiries
  • Identifies and follows up on opportunities to improve work practices and outcomes

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUS301 Deliver and monitor a service to customers

BSBCUS301B Deliver and monitor a service to customers

Updated to meet Standards for Training Packages

Equivalent unit

Links

Companion volumes available from the IBSA website: http://www.ibsa.org.au/companion_volumes - http://companion_volumes.vetnet.education.gov.au/Pages/TrainingPackage.aspx?pid=13

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

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

Performance Evidence

Evidence of the ability to:

  • use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements
  • identify customer needs using appropriate questioning and active listening skills
  • provide customer service in accordance with organisational requirements
  • respond to and record customer feedback and action taken according to organisational standards, policies and procedures
  • produce a report which identifies and recommends ways to improve service delivery.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • summarise key provisions of relevant legislation from all levels of government that may affect aspects of business operations
  • explain organisational policy and procedures for customer service, including handling customer complaints
  • provide examples of verifiable evidence that could be used to review customer satisfaction
  • outline the interpersonal skills needed for serving customers, including customers with specific needs.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

  • office equipment and technology
  • workplace documents, organisational policies and procedures for customer service
  • examples of customer complaints and feedback
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion volumes available from the IBSA website: http://www.ibsa.org.au/companion_volumes - http://companion_volumes.vetnet.education.gov.au/Pages/TrainingPackage.aspx?pid=13

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