Unit of competency details

BSBCUS201 - Deliver a service to customers (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCUS201B - Deliver a service to customersUpdated 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
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 2.0-3.0 
NWP - National Water Training PackageNational Water Training Package 1.0 
MST - Textiles, Clothing and FootwearTextiles, Clothing and Footwear 1.0-1.1 
MSF - Furnishing Training PackageFurnishing Training Package 2.0-3.1 
MAR - Maritime Training PackageMaritime Training Package 3.0-4.0 
ICT - Information and Communications TechnologyInformation and Communications Technology 2.0-3.1 
HLT - HealthHealth 2.0-3.1 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0 
CHC - Community ServicesCommunity Services 2.0-3.0 
BSB - Business Services Training PackageBusiness Services Training Package 1.0-1.2,2.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
TLI33316 - Certificate III in Furniture RemovalCertificate III in Furniture Removal 
TLI33115 - Certificate III in Rail Customer ServiceCertificate III in Rail Customer Service 
TLI22315 - Certificate II in Rail Customer ServiceCertificate II in Rail Customer Service 
TLI21815 - Certificate II in LogisticsCertificate II in Logistics 
TLI21616 - Certificate II in Warehousing OperationsCertificate II in Warehousing Operations 
NWP20115 - Certificate II in Water Industry OperationsCertificate II in Water Industry Operations 
MST20516 - Certificate II in TCF Services and RepairCertificate II in TCF Services and Repair 
MSF20113 - Certificate II in FurnishingCertificate II in Furnishing 3-5 
MAR30315 - Certificate III in Marina OperationsCertificate III in Marina Operations 
ICT30215 - Certificate III in Telecommunications Digital Reception TechnologyCertificate III in Telecommunications Digital Reception Technology 
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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 1

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

Application

This unit describes the skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.

It applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.

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 Establish contact with customers

1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements

1.2 Maintain personal dress and presentation in line with organisational requirements

1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences

1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

2 Identify customer needs

2.1 Use appropriate questioning and active listening to determine customer needs

2.2 Assess customer needs for urgency to identify priorities for service delivery

2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required

3 Deliver service to customers

3.1 Provide prompt customer service to meet identified needs according to organisational requirements

3.2 Provide information regarding problems and delays, and follow-up within appropriate timeframes as necessary

3.3 Communicate with customers in a clear, concise and courteous manner

3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible

4 Process customer feedback

4.1 Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements

4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements

4.3 Identify any unmet customer needs and discuss suitability of other products/services

4.4 Support customers to make contact with other services according to organisational policies and 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

1.1, 1.2, 3.1, 4.1, 4.2, 4.4

  • Understands requirements in organisational policy and procedure documents
  • Interprets product and service information in a range of formats to provide customer advice

Writing

4.2

  • Records customer information according to organisational requirements

Oral Communication

1.1, 1.3, 1.4, 1.5, 2.1-2.4, 3.2, 3.3, 4.3

  • Provides information or advice using structure and language to suit the audience
  • Asks questions and listens to gain information or confirm understanding

Navigate the world of work

1.1, 1.2, 3.1, 4.1, 4.2, 4.4

  • Follows organisational procedures and practices relevant to own role

Interact with others

1.1, 1.3-1.5, 2.1-2.4, 3.1, 3.2, 3.3, 4.1, 4.3, 4.4

  • Uses accepted communication practices to establish connections, build rapport and develop professional working relationships
  • Adjusts personal communication style in response to the opinions, values and particular needs of others

Get the work done

3.2, 3.4, 4.1- 4.3

  • Addresses routine problems in familiar work contexts
  • Recognises opportunities to enhance work practices and outcomes

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUS201 Deliver a service to customers

BSBCUS201B Deliver a service to customers

Updated to meet Standards for Training Packages

Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

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

Performance Evidence

Evidence of the ability to:

  • greet customer and establish rapport/relationship in accordance with organisational requirements
  • identify customer needs using appropriate interpersonal skills
  • provide prompt service to address customer needs in accordance with organisational requirements
  • identify and follow up opportunities to increase the quality of service and products
  • respond to and record all customer feedback according to organisational standards, policies and procedures.

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:

  • identify and briefly describe key provisions of relevant legislation from all forms of government that apply to provision of customer services
  • identify and explain workplace organisational policies and procedures relating to customer service and the customer service process.

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 technology
  • workplace documents, organisational policies and procedures for customer service
  • examples of customer complaints and feedback
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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