training.gov.au

Mapping	Notes	Date
Is superseded by and equivalent to BSBCUS501 - Manage quality customer service	Updated to meet Standards for Training Packages	24/Mar/2015
Supersedes and is equivalent to BSBCUS501B - Manage quality customer service	This unit replaces BSBCUS501B Manage quality customer service. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures.	13/Nov/2011

Release	Release date
1 1 (this release)	14/Nov/2011

CodeSort Table listing Qualifications that include this unit by the Code column	TitleSort Table listing Qualifications that include this unit by the Title column	Usage Recommendation	Release
CPC50509 - Diploma of Fire Systems Design	Diploma of Fire Systems Design	Superseded	2
CPC50308 - Diploma of Building and Construction (Management)	Diploma of Building and Construction (Management)	Superseded	2
TLI50210 - Diploma of Materiel Logistics	Diploma of Materiel Logistics	Superseded	2
FPI50111 - Diploma of Forest and Forest Products	Diploma of Forest and Forest Products	Superseded	2-3
ICP50210 - Diploma of Printing and Graphic Arts (Multimedia)	Diploma of Printing and Graphic Arts (Multimedia)	Superseded	2
HLT52012 - Diploma of Practice Management	Diploma of Practice Management	Superseded	1
BSB51707 - Diploma of Recordkeeping	Diploma of Recordkeeping	Superseded	2-3
AUR50112 - Diploma of Automotive Management	Diploma of Automotive Management	Superseded	3-4
Refresh information in 'Table listing Qualifications that include this unit' Navigate to first page in table listing Qualifications that include this unit.Navigate to previous page in table listing Qualifications that include this unit. Navigate to page 1 in table listing Qualifications that include this unit Navigate to page 2 in table listing Qualifications that include this unit Navigate to page 3 in table listing Qualifications that include this unit Navigate to page 4 in table listing Qualifications that include this unit Navigate to page 5 in table listing Qualifications that include this unit Navigate to page 6 in table listing Qualifications that include this unit Navigate to page 7 in table listing Qualifications that include this unitNavigate to page 8 in table listing Qualifications that include this unit Navigate to the next page in table listing Qualifications that include this unit.Navigate to the last page in table listing Qualifications that include this unit. Items per page 10 \| 20 \| 50 \| 100 Displaying items 71 - 78 of 78

CodeSort Table listing Accredited courses that have this unit in the completion mapping by the Code column	TitleSort Table listing Accredited courses that have this unit in the completion mapping by the Title column	Status
10459NAT - Diploma of Golf Management	Diploma of Golf Management	Non-Current
22232VIC - Diploma of Dementia Care Leadership	Diploma of Dementia Care Leadership	Non-Current
10546NAT - Diploma of Construction Material Testing	Diploma of Construction Material Testing	Non-Current
10439NAT - Diploma of Professional Coaching	Diploma of Professional Coaching	Non-Current
10449NAT - Diploma of Facilitation	Diploma of Facilitation	Non-Current
30792QLD - Diploma of Golf Management	Diploma of Golf Management	Non-Current

Scheme	Code	Classification value
ASCED Module/Unit of Competency Field of Education Identifier	080501	Sales

Scheme	Code	Classification value	Start date	End date
ASCED Module/Unit of Competency Field of Education Identifier	080501	Sales	12/Apr/2012

Modification History

Release

Comments

Release 1

New release of this Qualification released with version 6 of BSB07 Business Services Training Package.

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

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

Operators may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework. At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.

Application of the Unit

Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1.2 Ensure plans achieve the quality , time and cost specifications agreed with customers

2. Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Assist colleagues to overcome difficulty in meeting customer service standards

3. Monitor, adjust and review customer service

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3. Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to identify trends and positions of products and services
communication skills to:

coach and mentor staff and colleagues
monitor and advise on customer service strategies

literacy skills to:

edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
prepare general information and papers according to target audience
read and understand a variety of texts

problem-solving skills to:

deal with customer enquiries or complaints
deal with complex and non-routine difficulties

technology skills to select and use technology appropriate to a task
self-management skills to:

comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

anti-discrimination legislation
Australian consumer law
ethical principles
codes of practice
privacy laws
financial legislation
occupational health and safety (OHS)

organisational policy and procedures for customer service including handling customer complaints
service standards and best practice models
public relations and product promotion
techniques for dealing with customers, including customers with specific needs
techniques for solving complaints including the principles and techniques involved in the management and organisation of:

customer behaviour
customer needs research
customer relations
ongoing product and/or service quality
problem identification and resolution
quality customer service delivery
record keeping and management methods
strategies for monitoring, managing and introducing ways to improve customer service relationships
strategies to obtain customer feedback.

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: plans, policies or procedures for delivering quality customer service demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service knowledge of techniques for solving complaints.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of performance in role plays evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards review of strategies developed and used to monitor progress in achieving product and/or service targets and standards review of records, reports and recommendations about managing customer service.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customers may be:	Board members clients, purchasers of services co-workers, peers and fellow frontline managers members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies supervisors suppliers of goods and services and contractors providing goods and services.
Quality may refer to:	characteristics of a product, system, service or process that meet the requirements of customers and interested parties.
Products and services may include:	either products or services goods ideas infrastructure private or public sets of benefits.
Strategies may refer to:	databases and other controls to record and compare data over time electronic feedback mechanisms using intranet, internet and email feedback forms and other devices to enable communication from customers long-term or short-term plans for monitoring achievement and evaluating effectiveness policies and procedures questionnaires, survey and interviews training and development activities.
Resources may include:	buildings/facilities equipment finance information people power/energy technology time.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.

Unit of competency details

BSBCUS501C - Manage quality customer service (Release 1)

Summary

Training packages that include this unit

Qualifications that include this unit

Accredited courses that have this unit in the completion mapping

Classifications

Classification history

Content