Unit of competency details

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

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.

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

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.

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.