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 |
|
Writing |
1.2, 2.3, 2.4 |
|
Oral Communication |
2.1, 2.4 |
|
Navigate the world of work |
1.1, 2.4, 2.5 |
|
Interact with others |
1.2, 2.1-2.4 |
|
Get the work done |
2.2-2.5, 3.1, 3.2 |
|
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.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10