Unit of competency details
BSBOPS202 - Engage with customers (Release 1)
Summary
Usage recommendation:
Current
Releases:
| 1 1 (this release) |
19/Oct/2020 |
Companion volumes:
Unit of competency
Assessment requirements
Training packages that include this unit
Qualifications that include this unit
Accredited courses that have this unit in the completion mapping
Classifications
Classification history
| ASCED Module/Unit of Competency Field of Education Identifier | 080509 | Public Relations | 17/Dec/2020 | |
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Unit of competency
Modification History
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Release
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Comments
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Release 1
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This version first released with BSB Business Services Training Package Version 7.0.
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Application
This unit describes the skills and knowledge required to participate effectively in customer engagement, including complying with organisational requirements and using a variety of communication methods.
The unit applies to those who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge and who work under some supervision and guidance.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Business Competence – Business Operations
Elements and Performance Criteria
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ELEMENT
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PERFORMANCE CRITERIA
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Elements describe the essential outcomes.
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Performance criteria describe the performance needed to demonstrate achievement of the element.
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1. Establish customer demands
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1.1 Identify personal targets and key performance indicators (KPIs) for customer engagement according to organisational policy and procedures
1.2 Identify and confirm customer requirements
1.3 Identify options to meet customer expectations according to organisational policies and procedures
1.4 Adapt options to customer requirements according to organisational policies
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2. Provide customer service
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2.1 Select product or service in consultation with customer
2.2 Explain relevant information and actions to customer and confirm all details
2.3 Action customer orders and escalate queries that cannot be immediately satisfied according to organisational policies and procedures
2.4 Record details of engagement according to organisational policy
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3. Finalise customer engagement
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3.1 Supply follow-up information to customer according to organisational policies and procedures
3.2 Evaluate compliance with organisational policies and procedures
3.3 Seek customer feedback and identify opportunities to enhance service on future engagements
3.4 Record and report opportunities for continuous improvement
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Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
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Skill
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Description
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Reading
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- Identifies and evaluates a range of texts to determine product information, performance standards and guidelines, and business requirements
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Writing
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- Prepares clear and specific information which conveys an understanding of service requirements, outcomes and alternatives for customers and workplace personnel
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Oral communication
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- Articulates clearly, using industry-specific language suitable to audience to convey requirements and listening and questioning techniques to confirm understanding
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Enterprise and initiative
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- Identifies organisational expectations and follows explicit protocols and procedures, regulations and standards in performance of job role
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Teamwork
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- Follows accepted communication practices and protocols in the provision of customer service
- Adjusts communication style in response to differences in customer profile, expectations and requirements
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Planning and organising
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- Plans and implements routine customer service tasks and related workload, making limited decisions on sequencing and timing with support as required from relevant personnel
- Analyses task requirements to decide on appropriate customer service options
- Identifies difficulties that might present continuous improvement opportunities
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Technology
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- Identifies key features of common digital systems and tools and operates them effectively to manage customer communication
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Unit Mapping Information
No equivalent unit. Supersedes but is not equivalent to:
- BSBCUE203 Conduct customer engagement
- BSBCUE205 Prepare for work in a customer engagement environment
- BSBCUE302 Deploy customer service field staff
- BSBCUE307 Work effectively in customer engagement.
Links
Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10
Assessment requirements
Modification History
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Release
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Comments
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Release 1
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This version first released with BSB Business Services Training Package Version 7.0.
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Performance Evidence
The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:
- engage with at least three different customers, by:
- providing customer service according to organisational standards and guidelines
- using communication equipment and systems efficiently and effectively
- adapting communication techniques to suit customer profile and requirements.
Knowledge Evidence
The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
- operational environment, including customer base and products and services of the organisation
- organisational performance standards and customer service expectations
- organisational policies, procedures, protocols for customer engagement
- relevant product or service details
- equipment and systems to manage customer engagement
- customer service in different contexts and customer behaviour in different contexts
- sources of information to develop customer service skills including relevant organisational personnel
- follow-up considerations for customer queries, including:
- engagement escalation policy
- business rules and practices
- customer expectations
- principles of customer service
- continuous improvement methods including customer retention strategies
- procedures for the operation of telecommunication equipment and systems, relevant to customer service.
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
- workplace information and data
- performance management records and data and quality assurance guidelines
- customer engagement policies and procedures.
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 Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10
