Unit of competency details

BSBCUS401 - Coordinate implementation of customer service strategies (Release 2)

Summary

Releases:
ReleaseStatusRelease date
2 (this release)Current 14/Jan/2016
(View details for release 1) Replaced25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCUS401B - Coordinate implementation of customer service strategiesUpdated 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
SIR - Retail Services Training PackageRetail Services Training Package 1.0,2.0-2.0 
ICP - Printing and Graphic ArtsPrinting and Graphic Arts 2.0 
FWP - Forest and Wood Products Training PackageForest and Wood Products Training Package 2.0 
FNS - Financial Services Training PackageFinancial Services Training Package 2.0 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0 
BSB - Business Services Training PackageBusiness Services Training Package 2.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
TLI42016 - Certificate IV in LogisticsCertificate IV in Logistics 
SIR40316 - Certificate IV in Retail ManagementCertificate IV in Retail Management 
SIR40116 - Certificate IV in Community PharmacyCertificate IV in Community Pharmacy 
RII41115 - Certificate IV in Drilling Oil & Gas (On shore)Certificate IV in Drilling Oil & Gas (On shore) 
RII40915 - Certificate IV in Drilling OperationsCertificate IV in Drilling Operations 
RII40715 - Certificate IV in Civil Construction SupervisionCertificate IV in Civil Construction Supervision 
RII40515 - Certificate IV in Resource ProcessingCertificate IV in Resource Processing 
RII40415 - Certificate IV in Underground Coal OperationsCertificate IV in Underground Coal Operations 
RII40215 - Certificate IV in Surface Coal Mining (Open Cut Examiner)Certificate IV in Surface Coal Mining (Open Cut Examiner) 
RII40115 - Certificate IV in Surface Extraction OperationsCertificate IV in Surface Extraction Operations 
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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 2

This version released with BSB Business Services Training Package Version 2.0

Version created to clarify assessment conditions

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 advise, carry out and evaluate customer service strategies.

It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.

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 Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques

1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery

1.4 Use business technology and/or online services to structure and present information on customer service needs

2 Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups

2.2 Identify and allocate available budget resources to fulfil customer service objectives

2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

3 Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups

3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

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, 1.4, 2.3, 3.1

  • Reviews textual information and comprehends details that relate to the interests or requirements of the client and organisation

Writing

1.4, 3.3, 3.4

  • Creates a range of formal texts using structure, grammar and clear and specialised language to describe customer needs, maintain information and support a particular position

Oral Communication

1.1, 1.3, 2.1, 2.4, 3.2

  • Uses pace, intonation, intelligible pronunciation and listening and questioning techniques to interact effectively with others

Numeracy

2.2

  • Recognises and interprets numerical information and performs calculations on familiar mathematical information

Navigate the world of work

1.2, 2.3, 3.1, 3.2

  • Recognises and applies organisational protocols and meets expectations associated with own work

Interact with others

1.1, 1.3, 2.1, 2.4, 3.2, 3.3

  • Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role
  • Uses a range of strategies to establish a sense of connection and build rapport with customers
  • Collaborates with others contributing knowledge and skills to achieve joint outcomes

Get the work done

1.2, 1.4, 2.3, 3.1- 3.4

  • Applies formal and logical processes when planning and implementing tasks
  • Applies standard procedures when responding to familiar problems within own work context
  • Uses digital technologies to access, organise, present and store information relevant to own role

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUS401 Coordinate implementation of customer service strategies

Release 2

BSBCUS401 Coordinate implementation of customer service strategies

Release 1

Updated to clarify assessment conditions

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 2

This version released with BSB Business Services Training Package Version 2.0.

Version created to clarify assessment conditions

Release 1

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

Performance Evidence

Evidence of the ability to:

  • identify the needs and priorities of the organisation in delivering services to customers
  • diagnose problems in delivery of customer service
  • respond to and report on customer feedback and complaints
  • review client satisfaction using verifiable data
  • consult and communicate effectively with relevant people
  • develop and implement strategies and methods to improve customer service delivery including:
  • budgeting
  • promotion to staff
  • documentation and follow up.

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:

  • outline the principles of customer service
  • explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction
  • explain the organisational business structure, products and services related to customer service
  • describe product and service standards and best practice models.

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
  • business technology
  • organisational policies and procedures for customer service
  • examples of customer complaints and feedback
  • client satisfaction data
  • case studies and, where possible, real situations
  • interaction with others.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

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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