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Unit of competency details

BSBCUS301B - Deliver and monitor a service to customers (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSBCUS301 - Deliver and monitor a service to customersUpdated to meet Standards for Training Packages 24/Mar/2015
Supersedes and is equivalent to BSBCUS301A - Deliver and monitor a service to customersThis unit replaces BSBCUS301A Deliver and monitor a service to customers. Revised unit. Performance criteria amended so that the learner is not required to ‘incorporate evidence of customer satisfaction in decision to modify products or services’. Required skills updated to focus on learning and development practices and compliance with policy and procedures. 27/Nov/2011

Releases:
ReleaseRelease date
1 1 (this release) 28/Nov/2011

Training packages that include this unit

CodeSort Table listing Training packages that include this unit by the Code columnTitleSort Table listing Training packages that include this unit by the Title columnRelease
ICP10 - Printing and Graphic ArtsPrinting and Graphic Arts 2.0-2.1 
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 
AUR12 - Automotive Industry Retail, Service and Repair Training PackageAutomotive Industry Retail, Service and Repair Training Package 1.0-2.1 
CPC08 - Construction, Plumbing and Services Training PackageConstruction, Plumbing and Services Training Package 8.0-9.8 
MSF - Furnishing Training PackageFurnishing Training Package 1.0-1.3 
CPP07 - Property Services Training PackageProperty Services Training Package 12.0-14.7 
BSB07 - Business Services Training PackageBusiness Services Training Package 6.0-9.0 
RII09 - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 3.1-3.2 
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 1.0-1.4 
AHC10 - Agriculture, Horticulture and Conservation and Land ManagementAgriculture, Horticulture and Conservation and Land Management 4.0-8.0 
SFI11 - Seafood Industry Training PackageSeafood Industry Training Package 1.1-2.2 
TLI10 - TRANSPORT AND LOGISTICS TRAINING PACKAGETRANSPORT AND LOGISTICS TRAINING PACKAGE 3.0-4.2 
FDF10 - Food ProcessingFood Processing 4.0-4.1 
HLT07 - Health Training PackageHealth Training Package 5.0-5.1 
RGR08 - Racing Training PackageRacing Training Package 1.1,2.0 

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnRelease
HLT41412 - Certificate IV in Cast TechnologyCertificate IV in Cast Technology
ICP30312 - Certificate III in Printing and Graphic Arts (Multimedia)Certificate III in Printing and Graphic Arts (Multimedia)
BSB31007 - Certificate III in Business Administration (Legal)Certificate III in Business Administration (Legal)
CPC40808 - Certificate IV in Swimming Pool and Spa BuildingCertificate IV in Swimming Pool and Spa Building3-5 
SFI30311 - Certificate III in Seafood Industry (Environmental Management Support)Certificate III in Seafood Industry (Environmental Management Support)2-5 
HLT41512 - Certificate IV in Hyperbaric TechnologyCertificate IV in Hyperbaric Technology
BSB30211 - Certificate III in Customer ContactCertificate III in Customer Contact
FNS40510 - Certificate IV in Personal Injury Management (Underwriting)Certificate IV in Personal Injury Management (Underwriting)
FDF30111 - Certificate III in Food ProcessingCertificate III in Food Processing3-4 
BSB30112 - Certificate III in BusinessCertificate III in Business
RGR30308 - Certificate III in Racing Services (Racing Administration)Certificate III in Racing Services (Racing Administration)2-3 
FNS41611 - Certificate IV in Loss AdjustingCertificate IV in Loss Adjusting
CPC40508 - Certificate IV in Building and Construction (Site Management)Certificate IV in Building and Construction (Site Management)3-5 
TLI30410 - Certificate III in Transport and Logistics (Rail Operations)Certificate III in Transport and Logistics (Rail Operations)
ICP30512 - Certificate III in Printing and Graphic Arts (Printing)Certificate III in Printing and Graphic Arts (Printing)1-2 
CPC40308 - Certificate IV in Building and Construction (Estimating)Certificate IV in Building and Construction (Estimating)3-4 
BSB30407 - Certificate III in Business AdministrationCertificate III in Business Administration
FNS40911 - Certificate IV in SuperannuationCertificate IV in Superannuation
BSB30412 - Certificate III in Business AdministrationCertificate III in Business Administration
FNS30210 - Certificate III in Personal Injury Management (ClaimsManagement)Certificate III in Personal Injury Management (ClaimsManagement)
CPC40912 - Certificate IV in Plumbing and ServicesCertificate IV in Plumbing and Services1-2 
HLT42612 - Certificate IV in Anaesthetic TechnologyCertificate IV in Anaesthetic Technology
BSB30612 - Certificate III in International TradeCertificate III in International Trade
TLI31610 - Certificate III in Warehousing OperationsCertificate III in Warehousing Operations3-4 
FPI30911 - Certificate III in Timber Truss and Frame Design and ManufactureCertificate III in Timber Truss and Frame Design and Manufacture2-4 
FNS41411 - Certificate IV in General InsuranceCertificate IV in General Insurance
FDF30710 - Certificate III in Retail Baking (Combined)Certificate III in Retail Baking (Combined)
HLT32612 - Certificate III in PathologyCertificate III in Pathology
FPI20611 - Certificate II in Timber MerchandisingCertificate II in Timber Merchandising2-4 
CPC40611 - Certificate IV in Building and Construction (Specialist Trades)Certificate IV in Building and Construction (Specialist Trades)3-4 
HLT51307 - Diploma of Hearing Device Prescription and EvaluationDiploma of Hearing Device Prescription and Evaluation
BSB30907 - Certificate III in Business Administration (Education)Certificate III in Business Administration (Education)
FNS30311 - Certificate III in Accounts AdministrationCertificate III in Accounts Administration
ICP30412 - Certificate III in Printing and Graphic Arts (Digital Printing)Certificate III in Printing and Graphic Arts (Digital Printing)
HLT50612 - Diploma of Paramedical Science (Anaesthesia)Diploma of Paramedical Science (Anaesthesia)
BSB30307 - Certificate III in Micro Business OperationsCertificate III in Micro Business Operations2-4 
ICP20310 - Certificate II in Printing and Graphic Arts (Digital Printing)Certificate II in Printing and Graphic Arts (Digital Printing)
AHC32710 - Certificate III in Rural MerchandisingCertificate III in Rural Merchandising2-3 
MSF30613 - Certificate III in Soft FurnishingCertificate III in Soft Furnishing
HLT41712 - Certificate IV in Neurophysiology TechnologyCertificate IV in Neurophysiology Technology
MSF30813 - Certificate III in Flooring TechnologyCertificate III in Flooring Technology1-3 
HLT41912 - Certificate IV in Sleep technologyCertificate IV in Sleep technology
RII30913 - Certificate III in Civil ConstructionCertificate III in Civil Construction1-3 
FDF30310 - Certificate III in Plant BakingCertificate III in Plant Baking
SFI30111 - Certificate III in AquacultureCertificate III in Aquaculture2-5 
BSB31107 - Certificate III in Business Administration (Medical)Certificate III in Business Administration (Medical)
FDF30910 - Certificate III in Food Processing (Sales)Certificate III in Food Processing (Sales)
TLI32410 - Certificate III in LogisticsCertificate III in Logistics3-4 
FNS41211 - Certificate IV in Mobile BankingCertificate IV in Mobile Banking
FNS40811 - Certificate IV in Finance and Mortgage BrokingCertificate IV in Finance and Mortgage Broking
BSB30912 - Certificate III in Business Administration (Education)Certificate III in Business Administration (Education)
CPP30112 - Certificate III in Surveying and Spatial Information ServicesCertificate III in Surveying and Spatial Information Services
BSB31012 - Certificate III in Business Administration (Legal)Certificate III in Business Administration (Legal)
BSB31112 - Certificate III in Business Administration (Medical)Certificate III in Business Administration (Medical)
AHC31210 - Certificate III in Retail NurseryCertificate III in Retail Nursery
SFI30211 - Certificate III in Fishing OperationsCertificate III in Fishing Operations2-5 
BSB30607 - Certificate III in International TradeCertificate III in International Trade
FNS40211 - Certificate IV in BookkeepingCertificate IV in Bookkeeping
SFI30511 - Certificate III in Seafood ProcessingCertificate III in Seafood Processing2-4 
MSF31313 - Certificate III in Kitchens and Bathrooms - Retail ServicesCertificate III in Kitchens and Bathrooms - Retail Services
TLI41210 - Certificate IV in Transport and Logistics (Road Transport - Car Driving Instruction)Certificate IV in Transport and Logistics (Road Transport - Car Driving Instruction)
CPC40708 - Certificate IV in Building and Construction (Trade Contracting)Certificate IV in Building and Construction (Trade Contracting)3-5 
BSB30110 - Certificate III in BusinessCertificate III in Business
BSB30707 - Certificate III in Occupational Health and SafetyCertificate III in Occupational Health and Safety
MSF30913 - Certificate III in Blinds, Awnings, Security Screens and GrillesCertificate III in Blinds, Awnings, Security Screens and Grilles
FDF30610 - Certificate III in Retail Baking (Bread)Certificate III in Retail Baking (Bread)
HLT42112 - Certificate IV in Cardiac TechnologyCertificate IV in Cardiac Technology
MSF31113 - Certificate III in Cabinet MakingCertificate III in Cabinet Making1-3 
CPC32912 - Certificate III in Construction Crane OperationsCertificate III in Construction Crane Operations1-2 
FNS30111 - Certificate III in Financial ServicesCertificate III in Financial Services
HLT31112 - Certificate III in Sterilisation ServicesCertificate III in Sterilisation Services
MSF30513 - Certificate III in Picture FramingCertificate III in Picture Framing
FDF30210 - Certificate III in Pharmaceutical ManufacturingCertificate III in Pharmaceutical Manufacturing
BSB30507 - Certificate III in Business Administration(International Education)Certificate III in Business Administration(International Education)2-3 
HLT41312 - Certificate IV in Audiometric AssessmentCertificate IV in Audiometric Assessment
BSB30807 - Certificate III in RecordkeepingCertificate III in Recordkeeping
TLI33113 - Certificate III in Rail Customer ServiceCertificate III in Rail Customer Service1-2 
MSF31013 - Certificate III in Interior Decoration Retail ServicesCertificate III in Interior Decoration Retail Services
FDF30510 - Certificate III in Retail Baking (Cake and Pastry)Certificate III in Retail Baking (Cake and Pastry)
HLT43512 - Certificate IV in Optical DispensingCertificate IV in Optical Dispensing
SFI30611 - Certificate III in Seafood Industry (Sales and Distribution)Certificate III in Seafood Industry (Sales and Distribution)2-4 
AUR20312 - Certificate II in Bicycle Mechanical TechnologyCertificate II in Bicycle Mechanical 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  12/Apr/2012 
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Modification History

Release 

Comments 

Release 1

This version first released with BSB07 Business Training Package version 6.0

Revised unit. Performance criteria amended so that the learner is not required to ‘incorporate evidence of customer satisfaction in decision to modify products or services’. Required skills updated to focus on learning and development practices and compliance with policy and procedures.

Replaces BSBCUS301A Deliver and monitor a service to customers

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

Application of the Unit

This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts.

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. 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 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 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 requirements

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

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

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 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
  • 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
  • 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.

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:

  • identifying needs and priorities of customers
  • distinguishing between different levels of customer satisfaction
  • treating customers with courtesy and respect
  • responding to and reporting on, customer feedback
  • knowledge of organisational policy and procedures for customer service.

Context of and specific resources for assessment 

Assessment must ensure:

  • access to an actual workplace or simulated environment
  • access to office equipment and resources
  • examples of customer complaints
  • examples of documents relating to customer service standards and policies.

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:

  • direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • review of reports on customer service delivery
  • analysis of responses to case studies and scenarios
  • demonstration of techniques
  • oral or written questioning to assess knowledge of customer service strategies.

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.

Appropriate interpersonal skills  may include:

  • listening actively to what the customer is communicating
  • providing an opportunity for the customer to confirm their request
  • questioning to clarify and confirm customer needs
  • seeking feedback from the customer to confirm understanding of needs
  • summarising and paraphrasing to check understanding of customer message
  • using appropriate body language.

Customers  may include:

  • corporate customers
  • individual members of the organisation
  • individual members of the public
  • internal or external
  • other agencies.

Customer needs and expectations  may include:

  • accuracy of information
  • advice or general information
  • complaints
  • fairness/politeness
  • further information
  • making an appointment
  • prices/value
  • purchasing organisation’s products and services
  • returning organisation’s products and services
  • specific information.

Organisational requirements  may include:

  • access and equity principles and practice
  • anti-discrimination and related policy
  • defined resource parameters
  • goals, objectives, plans, systems and processes
  • legal and organisational policies, guidelines and requirements
  • OHS policies, procedures and programs
  • payment and delivery options
  • pricing and discount policies
  • quality and continuous improvement processes and standards
  • quality assurance and/or procedures manuals
  • replacement and refund policy and procedures
  • who is responsible for products or services.

Effective communication  may include:

  • giving customers full attention
  • maintaining eye contact, except where eye contact may be culturally inappropriate
  • speaking clearly and concisely
  • using active listening techniques
  • using appropriate language and tone of voice
  • using clear written information/communication
  • using non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
  • using open and/or closed questions.

Designated individuals  may include:

  • colleagues
  • customers
  • line management
  • supervisor.

Customer complaints  may include:

  • administrative errors such as incorrect invoices or prices
  • customer satisfaction with service quality
  • damaged goods or goods not delivered
  • delivery errors
  • product not delivered on time
  • service errors
  • warehouse or store room errors such as incorrect product delivered.

Specific needs  of customers may relate to:

  • age
  • beliefs/values
  • culture
  • disability
  • gender
  • language
  • religious/spiritual observances.

Opportunities  to promote and enhance services and products may include:

  • extending time lines
  • packaging procedures
  • procedures for delivery of goods
  • returns policy
  • system for recording complaints
  • updating customer service charter.

Verifiable evidence  may include:

  • customer satisfaction questionnaires
  • audit documentation and reports
  • quality assurance data
  • returned goods
  • lapsed customers
  • service calls
  • complaints.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.