Unit of competency details

Release 

Comments 

Release 1

This version first released with BSB07 Business Training Package version 6.0.

Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures.

Replaces BSBCUS402A Address customer needs

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. Assist customer to articulate needs

1.1 Ensure customer  needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers  to the customer as appropriate

2. Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

3. Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication  with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer, and the products and services  available

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational procedures 

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the following is essential:

• assisting customers to articulate their needs
• documenting processes used and customer satisfaction with the products/services offered
• assisting customers to address their needs.

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 products/services and promotional strategies.

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 documentation prioritising preferred actions
• analysis of responses to case studies and scenarios
• demonstration of techniques
• observation of presentations
• assessment of written reports
• evaluation of communication established with customers
• review of customer interaction records.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Customers  may include:

• customers with routine or specific requests
• in person, computer-based and telephone customers
• internal and external customers
• people from a range of social, cultural or ethnic backgrounds
• people who may be unwell, drug affected or emotionally distressed
• people with varying physical and mental abilities
• regular and new customers.

Rights and responsibilities of customers  may include:

• fulfilment of external obligations
• informed consent.

Effective regular communication  may include:

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

Products and services  may include:

• either products or services
• goods
• ideas
• infrastructure
• private or public sets of benefits.

Organisational procedures  may include:

• procedural manuals
• quality systems, standards and guidelines.