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.

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

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

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

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.