Unit of competency
Modification History
Release |
Comments |
Release 2 |
This version released with BSB Business Services Training Package Version 2.0 Version created to clarify assessment conditions |
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 advise, carry out and evaluate customer service strategies.
It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.
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 Advise on customer service needs |
1.1 Clarify and accurately assess customer needs using appropriate communication techniques 1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements 1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery 1.4 Use business technology and/or online services to structure and present information on customer service needs |
2 Support implementation of customer service strategies |
2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups 2.2 Identify and allocate available budget resources to fulfil customer service objectives 2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements 2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups |
3 Evaluate and report on customer service |
3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements 3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups 3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies 3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction |
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 |
1.2, 1.4, 2.3, 3.1 |
|
Writing |
1.4, 3.3, 3.4 |
|
Oral Communication |
1.1, 1.3, 2.1, 2.4, 3.2 |
|
Numeracy |
2.2 |
|
Navigate the world of work |
1.2, 2.3, 3.1, 3.2 |
|
Interact with others |
1.1, 1.3, 2.1, 2.4, 3.2, 3.3 |
|
Get the work done |
1.2, 1.4, 2.3, 3.1- 3.4 |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
BSBCUS401 Coordinate implementation of customer service strategies Release 2 |
BSBCUS401 Coordinate implementation of customer service strategies Release 1 |
Updated to clarify assessment conditions |
Equivalent unit |
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10