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 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

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

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

Release 

Comments 

Release 1

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