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Unit of competency details

BSBOPS203 - Deliver a service to customers (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCUS201 - Deliver a service to customers 18/Oct/2020

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 19/Oct/2020


Training packages that include this unit

CodeSort Table listing Training packages that include this unit by the Code columnTitleSort Table listing Training packages that include this unit by the Title columnRelease
ICT - Information and Communications TechnologyInformation and Communications Technology 7.0-7.2 
MAR - Maritime Training PackageMaritime Training Package 6.0-8.0 
NWP - National Water Training PackageNational Water Training Package 4.0-4.3 
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 8.0-10.0 
RGR - Racing and Breeding Training PackageRacing and Breeding Training Package 4.0 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 5.0-5.1 
LGA - Local GovernmentLocal Government 1.0 
CPP - Property Services Training PackageProperty Services Training Package 13.0-15.0 
UEE - Electrotechnology Training PackageElectrotechnology Training Package 3.0 
BSB - Business Services Training PackageBusiness Services Training Package 7.0-7.2 
ACM - Animal Care and Management Training PackageAnimal Care and Management Training Package 4.0-4.1 

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnUsage RecommendationSort Table listing Qualifications that include this unit by the Usage Recommendation columnRelease
MAR30120 - Certificate III in Marina OperationsCertificate III in Marina OperationsCurrent1-2 
RGR20221 - Certificate II in Racing IndustryCertificate II in Racing IndustryCurrent
UEE41920 - Certificate IV in Electrical - Renewable EnergyCertificate IV in Electrical - Renewable EnergyCurrent
UEE42920 - Certificate IV in Refrigeration and Air Conditioning SystemsCertificate IV in Refrigeration and Air Conditioning SystemsCurrent
UEE40620 - Certificate IV in Electrotechnology - Systems ElectricianCertificate IV in Electrotechnology - Systems ElectricianCurrent
UEE32120 - Certificate III in Appliance ServiceCertificate III in Appliance ServiceCurrent
UEE50320 - Diploma of Electrical and Refrigeration and Air ConditioningDiploma of Electrical and Refrigeration and Air ConditioningCurrent
TLI33321 - Certificate III in Furniture RemovalCertificate III in Furniture RemovalCurrent
TLI20421 - Certificate II in Supply Chain OperationsCertificate II in Supply Chain OperationsCurrent
TLI20420 - Certificate II in Supply Chain OperationsCertificate II in Supply Chain OperationsSuperseded
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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  19/Oct/2020 
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Unit Of competency

Modification History

Release  

Comments  

Release 1

This version first released with BSB Business Services Training Package Version 7.0.

Application

This unit describes the skills and knowledge required to deliver aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products, and processing customer feedback.

The unit applies to those who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.

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

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish contact with customers

1.1 Greet customers according to organisational requirements

1.2 Share relevant information with customers

1.3 Identify and respond to specific customer requirements

1.4 Express interest in customer needs and develop rapport with customer

2. Identify customer needs

2.1 Ask questions to identify customer needs

2.2 Assess customer needs for urgency and identify priorities for service delivery

2.3 Provide customer with information about available options

2.4 Assess limitations in addressing customer needs and seek assistance from designated persons, where required

3. Provide service to customers

3.1 Confirm details of service and delivery with customer according to organisational requirements

3.2 Convey information regarding problems and delays, and follow-up within appropriate timeframes, where required

3.3 Identify opportunities to enhance the quality of service and products, and take action to improve the service

4. Process customer feedback

4.1 Seek customer feedback and handle according to organisational and legislative requirements

4.2 Record feedback and communication between customer and the organisation according to organisational requirements

4.3 Identify any unmet customer needs and discuss suitability of alternative products or services

4.4 Encourage customers to maintain contact with organisation for future needs

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill 

Description 

Reading

  • Identifies requirements from organisational policy and procedure documents
  • Interprets product and service information in a range of formats to provide customer advice

Writing

  • Records customer information according to organisational requirements

Oral communication

  • Provides information and advice using structure and language to suit the audience
  • Asks questions and listens to gain information and confirm understanding

Planning and organising

  • Follows organisational procedures and practices relevant to own role

Teamwork

  • Uses accepted communication practices to establish connections, build rapport and develop professional working relationships
  • Adjusts personal communication style in response to the opinions, values and needs of others

Initiative and enterprise

  • Identifies opportunities to enhance work practices and outcomes

Problem solving

  • Addresses routine problems in familiar work contexts

Unit Mapping Information

Supersedes and is equivalent to BSBCUS201 Deliver a service to customers.

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

Release  

Comments  

Release 1

This version first released with BSB Business Services Training Package Version 7.0.

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:

  • deliver a service to at least three different customers.

In the course of the above, the candidate must:

  • greet the customer and establish rapport according to organisational requirements
  • identify customer needs using interpersonal skills
  • provide prompt service to address customer needs
  • identify and follow up opportunities to increase the quality of service and products
  • respond to and record all customer feedback according to organisational standards, policies and procedures.

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:

  • key provisions of customer service legislation and consumer law
  • requirements for responding to the needs of customers from a diverse background
  • workplace organisational policies and procedures relating to customer service and the customer service process.

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 documents, and organisational policies and procedures for customer service
  • examples of customer complaints and feedback.

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