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.

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

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

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

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.