Unit of competency details

BSBCUS501 - Manage quality customer service (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 BSBCUS501C - Manage quality customer serviceUpdated 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
MSM - Manufacturing Training PackageManufacturing Training Package 2.0 
MSF - Furnishing Training PackageFurnishing Training Package 2.0-3.0 
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 
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
TLI50816 - Diploma of Customs BrokingDiploma of Customs Broking 
TLI50615 - Diploma of Rail Operations ManagementDiploma of Rail Operations Management 
TLI50515 - Diploma of Deployment LogisticsDiploma of Deployment Logistics 
TLI50316 - Diploma of International Freight ForwardingDiploma of International Freight Forwarding 
TLI50215 - Diploma of Materiel LogisticsDiploma of Materiel Logistics 
SIF50113 - Diploma of Funeral Services ManagementDiploma of Funeral Services Management 
RII50815 - Diploma of Drilling Oil & Gas (On shore)Diploma of Drilling Oil & Gas (On shore) 
RII50715 - Diploma of Drilling Oil & Gas (Off shore)Diploma of Drilling Oil & Gas (Off shore) 
RII50615 - Diploma of Drilling OperationsDiploma of Drilling Operations 
RII50515 - Diploma of Civil Construction DesignDiploma of Civil Construction Design 
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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 develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

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 Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

2 Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Help colleagues overcome difficulties in meeting customer service standards

3 Monitor, adjust and review customer service

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3 Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes

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

1.1, 1.2, 2.1, 3.1, 3.2, 3.3, 3.5

  • Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organisation’s products and services

Writing

1.2, 3.1, 3.2, 3.3, 3.5

  • Produces a range of text types to convey information, requirements or recommendations matching style of writing to purpose and audience

Oral Communication

1.1, 1.2, 2.1, 2.3, 3.2

  • Clearly articulates systems and standards in a team environment using language suitable to diverse audiences
  • Uses listening and questioning techniques to obtain feedback and confirm understanding

Numeracy

1.2

  • Interprets and comprehends mathematical information in organisation’s business and customer service plans.

Navigate the world of work

2.1, 2.2, 3.1, 3.5

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

Interact with others

1.1, 2.3, 3.4

  • Identifies and uses appropriate conventions and protocols when communicating with colleagues and customers
  • Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes
  • Provides support in field of expertise to team

Get the work done

1.1, 1.2, 2.1, 2.2, 3.1-3.5

  • Develops and implements plans using logical processes and monitors and evaluates progress against stated goals
  • Accepts responsibility for addressing complex or non-routine difficulties, applying problem solving processes in determining a solution.
  • Uses digital technology to access, organise and present information in a format that meets requirements

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUS501 Manage quality customer service

Release 2

BSBCUS501 Manage quality customer service

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:

  • develop and manage organisational systems for quality customer service
  • develop and review plans, policies and procedures for delivering and monitoring quality customer service
  • implement policies and procedures to ensure quality customer service
  • solve complex customer complaints and system problems that lead to poor customer service
  • monitor and assist teams to meet customer service requirements
  • develop, procure and use human and physical resources to support quality customer 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:

  • outline the legislative and regulatory context of the organisation relevant to customer service
  • describe organisational policy and procedures for customer service including handling customer complaints
  • identify service standards and best practice models
  • summarise public relations and product promotion
  • outline techniques for dealing with customers including customers with specific needs
  • explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
  • customer behaviour
  • customer needs research
  • customer relations
  • ongoing product and/or service quality
  • problem identification and resolution
  • quality customer service delivery
  • record keeping and management methods
  • strategies for monitoring, managing and introducing ways to improve customer service relationships
  • strategies to obtain customer feedback.

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:

  • legislation, regulations and codes of practice related to customer service
  • business technology
  • workplace documentation and resources
  • complex customer complaints
  • 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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