Unit of competency details

BSBCUS402 - Address customer needs (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 BSBCUS402B - Address customer needsUpdated 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
MSF - Furnishing Training PackageFurnishing Training Package 2.0-3.0 
ICT - Information and Communications TechnologyInformation and Communications Technology 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 2.0-2.1 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0 
BSB - Business Services Training PackageBusiness Services Training Package 2.0 
AMP - Australian Meat Processing Training PackageAustralian Meat Processing Training Package 2.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
MSF40413 - Certificate IV in Glass and GlazingCertificate IV in Glass and Glazing 3-4 
MSF40313 - Certificate IV in Design of Kitchens, Bathrooms and Interior SpacesCertificate IV in Design of Kitchens, Bathrooms and Interior Spaces 
ICT41215 - Certificate IV in Telecommunications Engineering TechnologyCertificate IV in Telecommunications Engineering Technology 
HLT47615 - Certificate IV in Cardiac TechnologyCertificate IV in Cardiac Technology 
HLT47315 - Certificate IV in Health AdministrationCertificate IV in Health Administration 
FWP30916 - Certificate III in Timber Truss and Frame Design and ManufactureCertificate III in Timber Truss and Frame Design and Manufacture 
FNS42215 - Certificate IV in Personal Trust AdministrationCertificate IV in Personal Trust Administration 1-2 
FNS41815 - Certificate IV in Financial ServicesCertificate IV in Financial Services 1-4 
FNS41315 - Certificate IV in Personal Trust AdministrationCertificate IV in Personal Trust Administration 1-2 
FNS40715 - Certificate IV in Financial Practice SupportCertificate IV in Financial Practice Support 1-3 
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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 manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.

 

It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

 

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 Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate

2 Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

3 Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products and services available

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational procedures

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

1.3, 2.2, 2.3, 2.4, 3.2, 3.3, 3.4, 3.5

  • Interprets textual information obtained from a range of sources and determines how content may be applied to individuals and to organisational requirements

Writing

1.1, 3.1, 3.2, 3.3, 3.4, 3.5

  • Prepares written reports, up-to-date procedures and other workplace documentation that communicate complex information clearly and effectively

Oral Communication

1.1, 1.2, 1.3, 2.1, 2.2, 3.1, 3.2

  • Clearly articulates customer’s needs using language suitable to diverse audiences and employs listening and questioning techniques to confirm understanding

Navigate the world of work

3.5

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

Interact with others

1.1-1.3, 2.1, 2.2, 3.1, 3.2

  • Selects and uses appropriate communication techniques to establish and maintain positive working relationships
  • Establishes connections and shares information with others who can contribute to effective work outcomes

Get the work done

2.3, 2.4, 3.3-3.5

  • Develops and implements plans for routine and non-routine tasks recognising the importance of aligning goals and expectations to achieve outcomes
  • Recognises and takes responsibility for addressing predictable and non-predictable problems in own work context
  • Uses digital systems to organise and store information relevant to own work

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUS402 Address customer needs

Release 2

BSBCUS402 Address customer needs

Release 1

Updated to clarify assessment conditions

Equivalent unit

Links

Companion volumes available from the IBSA website: http://www.ibsa.org.au/companion_volumes - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

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:

  • communicate effectively with customers including
  • helping customers to articulate their needs and evaluate options
  • explaining products/services and how they match customer needs
  • establishing regular communication
  • explaining customer rights and responsibilities
  • address customer’s needs
  • use organisational procedures to document customer satisfaction
  • develop and maintain networks to support meeting customer needs
  • identify potential difficulties in meeting customer needs and taking appropriate action.

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:

  • explain organisational procedures and standards for establishing and maintaining customer service relationships
  • describe informed consent
  • explain consumer rights and responsibilities
  • describe ways to establish effective regular communication with customers
  • outline details of products or services including with reference to:
  • possible alternative products and services
  • variations within a limited product and service range.

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 resources
  • business technology
  • organisational policies, procedures, quality systems, manuals and guidelines for customer management
  • examples of products/services and promotional strategies
  • 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 - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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