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Unit of competency details

BSBOPS404 - Implement customer service strategies (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCUS401 - Coordinate implementation of customer service strategies 18/Oct/2020
Supersedes BSBCUS402 - Address customer needs 18/Oct/2020
Supersedes BSBCUS403 - Implement customer service standards 18/Oct/2020
Supersedes BSBSLS408 - Present, secure and support sales solutions 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
UEG - Gas Industry Training PackageGas Industry Training Package 2.0-3.0 
FBP - Food, Beverage and PharmaceuticalFood, Beverage and Pharmaceutical 6.0 
NWP - National Water Training PackageNational Water Training Package 4.0-4.3 
FNS - Financial Services Training PackageFinancial Services Training Package 5.0-6.2 
CPC - Construction, Plumbing and Services Training PackageConstruction, Plumbing and Services Training Package 5.0-6.4 
FWP - Forest and Wood Products Training PackageForest and Wood Products Training Package 6.0-6.3 
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 8.0-10.0 
DEF - Defence Training PackageDefence Training Package 4.0-4.1 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 5.0-5.1 
CPP - Property Services Training PackageProperty Services Training Package 11.0-15.0 
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 6.0-7.1 
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
CPP40719 - Certificate IV in Security ManagementCertificate IV in Security ManagementCurrent
BSB40820 - Certificate IV in Marketing and CommunicationCertificate IV in Marketing and CommunicationCurrent
NWP40120 - Certificate IV in Water Industry OperationsCertificate IV in Water Industry OperationsCurrent
FNS40820 - Certificate IV in Finance and Mortgage BrokingCertificate IV in Finance and Mortgage BrokingCurrent
CPP41519 - Certificate IV in Security Risk AnalysisCertificate IV in Security Risk AnalysisCurrent
RII40720 - Certificate IV in Civil ConstructionCertificate IV in Civil ConstructionCurrent1-2 
UEG40120 - Certificate IV in Gas Control OperationsCertificate IV in Gas Control OperationsCurrent1-3 
FNS41720 - Certificate IV in Insurance BrokingCertificate IV in Insurance BrokingCurrent1-2 
BSB40120 - Certificate IV in BusinessCertificate IV in BusinessCurrent
DEF40520 - Certificate IV in Simulator MaintenanceCertificate IV in Simulator MaintenanceCurrent
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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  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 advise, carry out and evaluate customer service strategies.

The unit applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems. Individuals may provide guidance or delegate work related tasks to others.

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. Advise on customer service needs

1.1 Identify organisational customer service objectives and customer needs

1.2 Assess and clarify customer requirements

1.3 Identify and diagnose problems with service delivery

1.4 Develop options to improve customer service delivery according to organisational requirements

1.5 Provide recommendations to promote improvement of customer service delivery

2. Support implementation of customer service strategies

2.1 Consult with relevant stakeholders to develop customer service strategies

2.2 Assess customer service strategies and opportunities against customer service objectives

2.3 Identify and allocate available budget resources to fulfil customer service objectives

2.4 Action procedures to resolve customer difficulties and complaints according to organisational requirements

3. Evaluate and report on customer service

3.1 Review stakeholder satisfaction with service delivery according to organisational requirements

3.2 Identify and report changes necessary to meet customer service objectives

3.3 Prepare conclusions and recommendations on future directions of client service strategies

3.4 Monitor systems, records and reporting procedures for changes to customer satisfaction

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

  • Reviews textual information and comprehends details that relate to the interests or requirements of the client and organisation

Writing

  • Creates a range of formal texts using structure, grammar and clear and specialised language to describe customer needs, maintain information and support a particular position

Oral communication

  • Uses pace, intonation, intelligible pronunciation and listening and questioning techniques to interact effectively with others

Numeracy

  • Recognises and interprets numerical information and performs calculations on familiar mathematical information

Enterprise and Initiative

  • Recognises and applies organisational protocols and meets expectations associated with own work

Teamwork

  • Uses a range of strategies to establish a sense of connection and build rapport with customers
  • Collaborates with others contributing knowledge and skills to achieve joint outcomes

Planning and organising

  • Applies formal and logical processes when planning and implementing tasks
  • Applies standard procedures when responding to familiar problems within own work context

Technology

  • Uses digital technologies to access, organise, present and store information relevant to own role

Unit Mapping Information

Supersedes and is equivalent to BSBCUS401 Coordinate implementation of customer service strategies.

Supersedes but is not equivalent to:

  • BSBCUS402 Address customer needs
  • BSBCUS403 Implement customer service standards
  • BSBSLS408 Present, secure and support sales solutions.

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:

  • develop and implement at least two strategies to improve customer service delivery.

In the course of the above, the candidate must:

  • respond to and report on customer feedback and complaints
  • review client satisfaction using verifiable data
  • consult and communicate effectively with relevant people
  • develop and implement strategies and methods to improve customer service delivery, including:
  • budgeting
  • promotion to staff
  • documentation and follow up.

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:

  • customer communication techniques
  • principles of customer service
  • sources of verified client information
  • techniques for identifying customer needs and reviewing customer satisfaction
  • organisational business structure, products and services related to customer service
  • techniques for drawing insights from verifiable evidence to develop recommendations and conclusions
  • product and service standards and best practice models.

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:

  • organisational policies and procedures for customer service
  • examples of customer complaints and feedback
  • client satisfaction data.

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