Unit of competency details

BSBCUS501C - Manage quality customer service (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 14/Nov/2011

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSBCUS501 - Manage quality customer serviceUpdated to meet Standards for Training Packages 24/Mar/2015
Supersedes and is equivalent to BSBCUS501B - Manage quality customer serviceThis unit replaces BSBCUS501B Manage quality customer service. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. 13/Nov/2011

Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
UET12 - Transmission, Distribution and Rail Sector Training PackageTransmission, Distribution and Rail Sector Training Package 1.0-2.1 
UEP12 - Electricity Supply Industry - Generation Sector Training PackageElectricity Supply Industry - Generation Sector Training Package 1.0-2.1 
UEG11 - Gas Industry Training PackageGas Industry Training Package 1.0-2.0 
TLI10 - TRANSPORT AND LOGISTICS TRAINING PACKAGETRANSPORT AND LOGISTICS TRAINING PACKAGE 2.0-4.2 
SIF - Funeral ServicesFuneral Services 1.0-2.0 
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 1.0-1.4 
RGR08 - Racing Training PackageRacing Training Package 2.0 
PUA12 - Public Safety Training PackagePublic Safety Training Package 2.0-2.1 
MSF - Furnishing Training PackageFurnishing Training Package 1.0-1.3 
MSA07 - Manufacturing Training PackageManufacturing Training Package 7.0-8.4 
ICP10 - Printing and Graphic ArtsPrinting and Graphic Arts 2.0-2.1 
HLT07 - Health Training PackageHealth Training Package 5.0-5.1 
FPI11 - Forest and Forest Products Training PackageForest and Forest Products Training Package 1.1-2.3 
FNS10 - Financial Services Training PackageFinancial Services Training Package 5.0-5.1 
FDF10 - Food ProcessingFood Processing 4.0-4.1 
DEF - Defence Training PackageDefence Training Package 1.0 
CUV - Arts and Culture Training PackageArts and Culture Training Package 1.0 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 1.0 
CPP07 - Property Services Training PackageProperty Services Training Package 14.0-14.2 
CPC08 - Construction, Plumbing and Services Training PackageConstruction, Plumbing and Services Training Package 8.0-9.1 
BSB07 - Business Services Training PackageBusiness Services Training Package 6.0-9.0 
AUR12 - Automotive Industry Retail, Service and Repair Training PackageAutomotive Industry Retail, Service and Repair Training Package 2.0-2.1 
AHC10 - Agriculture, Horticulture and Conservation and Land ManagementAgriculture, Horticulture and Conservation and Land Management 4.0-8.0 
ACM10 - Animal Care and ManagementAnimal Care and Management 3.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
UET60312 - Advanced Diploma of ESI - Power Systems OperationsAdvanced Diploma of ESI - Power Systems Operations 1-2 
UET60212 - Advanced Diploma of ESI - Power SystemsAdvanced Diploma of ESI - Power Systems 1-2 
UET50312 - Diploma of ESI - Power Systems OperationsDiploma of ESI - Power Systems Operations 1-2 
UET50212 - Diploma of ESI - Power SystemsDiploma of ESI - Power Systems 1-3 
UEP50412 - Diploma of ESI Generation Maintenance - Electrical ElectronicDiploma of ESI Generation Maintenance - Electrical Electronic 1-3 
UEP50312 - Diploma of ESI Generation (Maintenance)Diploma of ESI Generation (Maintenance) 1-3 
UEP50212 - Diploma of ESI Generation (Operations)Diploma of ESI Generation (Operations) 1-3 
UEP50112 - Diploma of ESI Generation - Systems OperationsDiploma of ESI Generation - Systems Operations 1-3 
UEG60211 - Advanced Diploma of Gas Supply Industry OperationsAdvanced Diploma of Gas Supply Industry Operations 1-2 
UEG60114 - Advanced Diploma of Gas Supply Industry OperationsAdvanced Diploma of Gas Supply Industry 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  12/Apr/2012 
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Modification History

Release 

Comments 

Release 1 

New release of this Qualification released with version 6 of BSB07 Business Services Training Package.

Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures.

Unit Descriptor

This unit describes the performance outcomes, 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.

Operators may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework. At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.

Application of the Unit

Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.

Licensing/Regulatory Information

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

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

Element 

Performance Criteria 

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

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 Assist colleagues to overcome difficulty 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

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills 

  • analytical skills to identify trends and positions of products and services
  • communication skills to:
  • coach and mentor staff and colleagues
  • monitor and advise on customer service strategies
  • literacy skills to:
  • edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
  • prepare general information and papers according to target audience
  • read and understand a variety of texts
  • problem-solving skills to:
  • deal with customer enquiries or complaints
  • deal with complex and non-routine difficulties
  • technology skills to select and use technology appropriate to a task
  • self-management skills to:
  • comply with policies and procedures
  • consistently evaluate and monitor own performance
  • seek learning opportunities.

Required knowledge 

  • key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
  • anti-discrimination legislation
  • Australian consumer law
  • ethical principles
  • codes of practice
  • privacy laws
  • financial legislation
  • occupational health and safety (OHS)
  • organisational policy and procedures for customer service including handling customer complaints
  • service standards and best practice models
  • public relations and product promotion
  • techniques for dealing with customers, including customers with specific needs
  • 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.

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the following is essential:

  • plans, policies or procedures for delivering quality customer service
  • demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service
  • knowledge of techniques for solving complaints.

Context of and specific resources for assessment 

Assessment must ensure:

  • access to appropriate documentation and resources normally used in the workplace.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

  • assessment of written reports
  • demonstration of techniques
  • direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • observation of performance in role plays
  • evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards
  • review of strategies developed and used to monitor progress in achieving product and/or service targets and standards
  • review of records, reports and recommendations about managing customer service.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customers  may be:

  • Board members
  • clients, purchasers of services
  • co-workers, peers and fellow frontline managers
  • members of the general public who make contact with the organisation, such as prospective purchasers of services
  • potential funding bodies
  • supervisors
  • suppliers of goods and services and contractors providing goods and services.

Quality  may refer to:

  • characteristics of a product, system, service or process that meet the requirements of customers and interested parties.

Products and services  may include:

  • either products or services
  • goods
  • ideas
  • infrastructure
  • private or public sets of benefits.

Strategies  may refer to:

  • databases and other controls to record and compare data over time
  • electronic feedback mechanisms using intranet, internet and email
  • feedback forms and other devices to enable communication from customers
  • long-term or short-term plans for monitoring achievement and evaluating effectiveness
  • policies and procedures
  • questionnaires, survey and interviews
  • training and development activities.

Resources  may include:

  • buildings/facilities
  • equipment
  • finance
  • information
  • people
  • power/energy
  • technology
  • time.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.

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