Release 

Comments 

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 Identify requirements of customer engagement role

1.1 Identify specific customer engagement operations and relate these in industry-wide context

1.2 Identify role of customer engagement in relation to the organisation

1.3 Identify personal customer engagement role and operations

1.4 Relate personal operations to organisation’s customer engagement objectives

1.5 Identify major components of customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Manage personal performance

2.1 Use available resources, systems and support effectively

2.2 Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures

2.3 Comply with organisational, regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations and adopt strategies to achieve them

2.5 Identify and participate in performance management and development processes

3 Maintain a professional approach to employment

3.1 Display a positive and ethical approach to employment and role

3.2 Identify realistic short- and long-term career objectives

3.3 Relate personal capabilities to current role and career objectives

3.4 Identify strategies for projecting a professional image in current role

3.5 Contribute to promotion of the organisation and its staff, to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure and interact cooperatively with team members

4.2 Recognise, acknowledge and contribute to formation and achievement of team objectives

4.3 Recognise and respond positively to conflict within team

4.4 Provide feedback to enhance team performance

Skill 

Performance 

Criteria 

Description 

Reading

2.2-2.5

• Identifies and evaluates texts of varying complexity to determine relevant legislative, regulatory and organisational requirements, and interprets performance management and development information

Oral Communication

2.5, 3.5, 4.2, 4.3

• Engages with others using clear articulation and appropriate language, tone and pace suitable to audience and environment
• Exchanges information through listening and questioning

Navigate the world of work

1.1-1.6, 2.1-2.5, 3.1-3.5

• Understands nature and purpose of own role and associated responsibilities and how it contributes to organisational goals and outcomes,
• Complies with explicit protocols, policies and procedures and legal and regulatory requirements relevant to own role and work context
• Assesses skills used in current role and analyses how they may assist achievement of longer-term goals
• Uses organisational support and development opportunities to increase skill range and improve performance

Interact with others

4.1-4.4

• Cooperates with team members and contributes to achievement of joint outcomes
• Uses a range of strategies to build connections and rapport with team members including provision of feedback and taking a constructive approach to resolution of conflicts of opinion

Get the work done

2.1, 2.4, 3.4, 3.5 4.2-4.4

• Plans approach to work role and associated tasks and responsibilities accepting stated goals and aiming to achieve them efficiently
• Analyses own attitudes and presentation and uses them to achieve professional performance in a team
• Recognises value of conflict resolution and feedback to achieve continuous improvement within team and work context

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE307 Work effectively in customer engagement

BSBCCO307A Work effectively in customer contact

Updated to meet Standards for Training Packages

Name changed to reflect industry practice

Equivalent unit

Release 

Comments 

Release 1

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