Unit of competency details

BSBCUS403 - Implement customer service standards (Release 2)

Summary

Releases:
ReleaseStatusRelease date
2 (this release)Current 14/Jan/2016
(View details for release 1) Replaced25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCUS403B - Implement customer service standardsUpdated to meet Standards for Training Packages 24/Mar/2015


Training packages that include this unit

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
HLT55115 - Diploma of Dental TechnologyDiploma of Dental Technology 
HLT47315 - Certificate IV in Health AdministrationCertificate IV in Health Administration 
FNS51415 - Diploma of Loss AdjustingDiploma of Loss Adjusting 1-2 
FNS42015 - Certificate IV in Banking ServicesCertificate IV in Banking Services 1-2 
FNS41815 - Certificate IV in Financial ServicesCertificate IV in Financial Services 1-4 
FNS41715 - Certificate IV in Insurance BrokingCertificate IV in Insurance Broking 1-2 
FNS41415 - Certificate IV in General InsuranceCertificate IV in General Insurance 1-2 
FNS40915 - Certificate IV in SuperannuationCertificate IV in Superannuation 1-3 
FNS40215 - Certificate IV in BookkeepingCertificate IV in Bookkeeping 1-2 
FNS40115 - Certificate IV in Credit ManagementCertificate IV in Credit Management 1-2 
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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  30/Jul/2015 
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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 contribute to quality customer service standards within an organisation.

It applies to individuals who may be frontline managers, team leaders or supervisors who have responsibility for ensuring that customer service systems and customer service standards are implemented.

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 Contribute to quality customer service standards

1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures

1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes

2 Implement customer service systems

2.1 Encourage all personnel to consistently implement customer service systems

2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices

2.3 Identify customer service problems and make adjustments to ensure continued service quality

2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes

2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards

3 Implement team customer service standards

3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience

3.2 Identify resources required to undertake team tasks while meeting required customer service levels

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

1.1, 1.2, 2.2, 2.5

  • Interprets and monitors textual information obtained from a range of sources to determine how content may fulfil customer and organisational requirements

Writing

1.2, 2.3, 2.4

  • Prepares written reports, up-to-date procedures and other workplace documentation that communicate information clearly and effectively

Oral Communication

2.1, 2.4

  • Clearly articulates systems and standards in a team environment using language suitable to diverse audiences and employs listening and questioning techniques to confirm understanding

Navigate the world of work

1.1, 2.4, 2.5

  • Recognises and applies organisational protocols and meets expectations associated with own work

Interact with others

1.2, 2.1-2.4

  • Uses the communication channel, tone and vocabulary that is appropriate to the audience and specific purpose
  • Collaborates with others to achieve joint outcomes

Get the work done

2.2-2.5, 3.1, 3.2

  • Plans a range of routine and non-routine tasks and implements actions in accordance with plan to meet desired outcomes
  • Addresses problems using formal analytical thinking techniques to generate possible solutions, seeking input from others as required
  • Evaluates outcomes of decisions to identify opportunities for improvement

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUS403 Implement customer service standards

Release 2

BSBCUS403 Implement customer service standards

Release 1

Updated to clarify assessment conditions

Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

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 Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

  • access, interpret, apply and monitor customer service standards
  • demonstrate compliance with customer service system and standards
  • make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers
  • review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required
  • make adjustments to improve customer service procedures including:
  • identifying and responding to problems
  • communicating with and encouraging staff
  • coordinate and manage delivery of services and products to meet standards including:
  • planning and implementing team work activities
  • managing resources.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • have detailed product / service knowledge
  • explain the rights and responsibilities of customers and relevant consumer law
  • outline models of customer service
  • explain relevant organisational procedures and standards for customer service standards and relationships.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

  • office equipment
  • business technology
  • workplace documents and policies and procedures
  • customer feedback
  • consumer protection laws and regulations
  • case studies and, where possible, real situations
  • interaction with others.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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