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Unit of competency details

BSBOPS304 - Deliver and monitor a service to customers (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes BSBCUE309 - Develop product and service knowledge for customer engagement operation 18/Oct/2020
Supersedes and is equivalent to BSBCUS301 - Deliver and monitor a service to customers 18/Oct/2020
Supersedes BSBEDU303 - Assist with the provision of international education information 18/Oct/2020
Supersedes BSBINT303 - Organise the importing and exporting of goods 18/Oct/2020
Supersedes BSBINT304 - Assist in the international transfer of services 18/Oct/2020
Supersedes BSBSLS407 - Identify and plan sales prospects 18/Oct/2020

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

Companion volumes:
Unit of competency Assessment requirements

Delivery:
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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
AVI - Aviation Training PackageAviation Training Package 7.0-10.0 
FBP - Food, Beverage and PharmaceuticalFood, Beverage and Pharmaceutical 6.0-8.0 
MSF - Furnishing Training PackageFurnishing Training Package 6.0-8.0 
NWP - National Water Training PackageNational Water Training Package 4.0-5.0 
FNS - Financial Services Training PackageFinancial Services Training Package 5.0-8.2 
CPC - Construction, Plumbing and Services Training PackageConstruction, Plumbing and Services Training Package 5.0-9.0 
FWP - Forest and Wood Products Training PackageForest and Wood Products Training Package 6.0-8.1 
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 8.0-14.0 
AHC - Agriculture, Horticulture and Conservation and Land Management Training PackageAgriculture, Horticulture and Conservation and Land Management Training Package 6.0-9.0 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 5.0-6.0 
LGA - Local GovernmentLocal Government 1.0 
CPP - Property Services Training PackageProperty Services Training Package 11.0-17.0 
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 7.1-9.0 
MST - Textiles, Clothing and FootwearTextiles, Clothing and Footwear 5.0 
SIS - Sport, Fitness and Recreation Training PackageSport, Fitness and Recreation Training Package 5.0-6.0 
BSB - Business Services Training PackageBusiness Services Training Package 7.0-8.0 
AUR - Automotive Retail, Service and Repair Training PackageAutomotive Retail, Service and Repair Training Package 6.0-7.2 
ACM - Animal Care and Management Training PackageAnimal Care and Management Training Package 4.0-6.0 
HLT - HealthHealth 7.0-9.2 

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 RecommendationRelease
CPC40820 - Certificate IV in Swimming Pool and Spa BuildingCertificate IV in Swimming Pool and Spa BuildingCurrent1-2 
AHC31021 - Certificate III in Parks and GardensCertificate III in Parks and GardensCurrent1 
TLI30321 - Certificate III in Supply Chain OperationsCertificate III in Supply Chain OperationsCurrent1 
MSF30122 - Certificate III in Furniture FinishingCertificate III in Furniture FinishingCurrent1 
CUA30920 - Certificate III in MusicCertificate III in MusicCurrent1 
MSF30518 - Certificate III in Picture FramingCertificate III in Picture FramingCurrent2-3 
TLI33121 - Certificate III in Rail Customer ServiceCertificate III in Rail Customer ServiceSuperseded1 
AUR20320 - Certificate II in Bicycle Mechanical TechnologyCertificate II in Bicycle Mechanical TechnologyCurrent1 
CPP30821 - Certificate III in Fire Protection Inspection and TestingCertificate III in Fire Protection Inspection and TestingCurrent1-2 
NWP30219 - Certificate III in Water Industry OperationsCertificate III in Water Industry OperationsSuperseded2-4 
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Skill sets that include this unit

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  17/Dec/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 identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

The unit applies to those who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions.

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. Identify customer needs

1.1 Identify and clarify customer needs and expectations

1.2 Evaluate customer needs and determine priorities for service delivery according to organisational requirements

1.3 Inform customers about available choices for meeting their needs and assist selection of preferred options

1.4 Identify limitations in addressing customer needs and seek assistance from designated individuals, where required

2. Deliver a service to customers

2.1 Provide service to meet identified customer needs according to organisational and legislative requirements

2.2 Establish and maintain rapport with customers

2.3 Manage customer complaints according to organisational and legislative requirements

2.4 Provide assistance and respond to customers with specific needs according to organisational and legislative requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3. Evaluate customer service delivery

3.1 Review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2 Seek and respond to customer feedback according to organisational policies and procedures

3.3 Identify opportunities to enhance the quality of customer service

3.4 Document recommendations for customer service improvements

3.5 Submit recommendations to relevant personnel according to organisational policies and procedures

Foundation Skills

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

Skill 

Description 

Learning

  • Identifies and follows up on opportunities to improve work practices and outcomes

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

Reading
  • Evaluates textual information to determine customer service requirements
  • Proofreads texts for clarity of meaning and accuracy of grammar and punctuation

Writing
  • Completes responses to customer complaints in required format
  • Prepares reports using sequencing, format and words to communicate recommendations clearly and effectively

Planning and organising

  • Complies with organisational policies and procedures relevant to role
  • Plans and implements systems to gather and organise information

Problem-solving

  • Uses problem solving skills to analyse and respond to customer complaints or enquiries

Teamwork

  • Selects and uses appropriate communication conventions to establish connections, build rapport, seek information and develop professional working relationships
  • Adjusts personal communication style in response to the opinions, values and particular needs of others

Unit Mapping Information

Supersedes and is equivalent to BSBCUS301 Deliver and monitor a service to customers.

Supersedes but is not equivalent to:

  • BSBCUE309 Develop product and service knowledge for customer engagement operation
  • BSBEDU303 Assist with the provision of international education information
  • BSBINT303 Organise the importing and exporting of goods
  • BSBINT304 Assist in the international transfer of services
  • BSBSLS407 Identify and plan sales prospects.

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, including:
  • using communication skills to establish rapport and build relationships with customers according to organisational requirements
  • identifying customer needs using appropriate questioning and active listening skills
  • providing customer service according to organisational requirements
  • responding to and recording customer feedback and action taken according to organisational standards, policies and procedures
  • producing a report which identifies and recommends ways to improve service delivery.

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
  • organisational policies and procedures relating to customer service, including complaints handling
  • common forms of verifiable evidence that could be used to review customer satisfaction
  • customer service standards and protocols for serving customers, including customers with specific needs.

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:

  • technology required to gather and provide information and assistance to customers
  • workplace documents, and organisational policies and procedures relating to 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

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