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 customer needs

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements

1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

2 Deliver a service to customers

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements

2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3 Monitor and report on service delivery

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4 Regularly seek customer feedback and use to improve the provision of products and services

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Skill 

Performance 

Criteria 

Description 

Reading

1.2 2.1, 2.3, 2.4, 3.1, 3.5

• Comprehends textual information to determine customer service requirements
• Proofreads texts for clarity of meaning and accuracy of grammar and punctuation

Writing

2.3, 3.5

• Completes responses to customer complaints in required format
• Prepares reports using sequencing, format and words to communicate recommendations clearly and effectively

Oral Communication

1.1, 1.3, 1.4, 2.2, 2.3, 2.4

• 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

1.2, 2.1-2.4, 3.1, 3.2

• Recognises, understands and applies organisational policies and procedures relevant to role

Interact with others

1.1, 1.3, 1.4, 2.2, 2.3, 2.4, 3.4

• Selects and uses appropriate communication conventions to establish connections, build rapport, seek information and develop professional working relationships
• Adjusts personal communication style in response to the opinions, values and particular needs of others

Get the work done

1.2, 2.3, 2.5, 3.1-3.5

• Plans and implements systems to gather and organise information
• Monitor actions and progress against goals and implements adjustments as appropriate
• Uses problem-solving skills to analyse and respond to customer complaints or enquiries
• Identifies and follows up on opportunities to improve work practices and outcomes

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUS301 Deliver and monitor a service to customers

BSBCUS301B Deliver and monitor 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.