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Unit of competency details

BSBOPS505 - Manage organisational customer service (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes BSBCUE504 - Integrate customer engagement within the organisation 18/Oct/2020
Supersedes BSBCUE601 - Optimise customer engagement operations 18/Oct/2020
Supersedes BSBCUE602 - Manage customer engagement information 18/Oct/2020
Supersedes BSBCUE603 - Design and launch new customer engagement facilities 18/Oct/2020
Supersedes and is equivalent to BSBCUS501 - Manage quality customer service 18/Oct/2020
Supersedes BSBSLS501 - Develop a sales plan 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 2.0-2.1 
AVI - Aviation Training PackageAviation Training Package 7.0-8.1 
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 
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 9.0 
AHC - Agriculture, Horticulture and Conservation and Land Management Training PackageAgriculture, Horticulture and Conservation and Land Management Training Package 6.0-6.2 
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 
LGA - Local GovernmentLocal Government 1.0 
CPP - Property Services Training PackageProperty Services Training Package 11.0-14.0 
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 6.0-7.0 
PUA - Public SafetyPublic Safety 3.0-3.1 
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 columnRelease
FNS51220 - Diploma of Insurance BrokingDiploma of Insurance Broking1-2 
FNS60920 - Advanced Diploma of ParaplanningAdvanced Diploma of Paraplanning
PUA50519 - Diploma of Public Safety (Firefighting Management)Diploma of Public Safety (Firefighting Management)
AVI50119 - Diploma of Aviation (Aviation Management)Diploma of Aviation (Aviation Management)
CUA50620 - Diploma of Aboriginal and/or Torres Strait Islander Cultural Arts Industry WorkDiploma of Aboriginal and/or Torres Strait Islander Cultural Arts Industry Work
TLI50420 - Diploma of Materiel LogisticsDiploma of Materiel Logistics
FNS41720 - Certificate IV in Insurance BrokingCertificate IV in Insurance Broking1-2 
CUA60220 - Advanced Diploma of Live Production and Management ServicesAdvanced Diploma of Live Production and Management Services1-2 
CUA50420 - Diploma of Live Production and Technical ServicesDiploma of Live Production and Technical Services
CPP50619 - Diploma of Security Risk ManagementDiploma of Security Risk Management2-3 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080509 Public Relations  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080509 Public Relations  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 develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

The unit applies to individuals who supervise customer service provided by others within an organisation. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

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 customer requirements

1.1 Consult with customers to identify customer service requirements

1.2 Integrate customer feedback into organisation’s business plan

1.3 Identify and procure resources required to address customer service requirements

2. Deliver quality products and services

2.1 Deliver product and service according to customer specifications within organisation’s business plan

2.2 Monitor team performance and assess against the organisation’s quality and delivery standards

2.3 Support colleagues to overcome difficulties in meeting customer service standards

3. Evaluate customer service

3.1 Develop and use strategies for monitoring progress against product and service targets and standards

3.2 Develop and use strategies for obtaining customer feedback on provision of product and service

3.3 Adapt delivery of customer product and service in consultation with relevant individuals and groups

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

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

  • Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organisation’s products and services

Writing

  • Produces a range of text types to convey information, requirements or recommendations matching style of writing to purpose and audience

Oral communication

  • Clearly articulates systems and standards in a team environment using language suitable to diverse audiences
  • Uses listening and questioning techniques to obtain feedback and confirm understanding

Numeracy

  • Interprets and comprehends mathematical information in organisation’s business and customer service plans

Planning and organising

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

Teamwork

  • Identifies and uses appropriate conventions and protocols when communicating with colleagues and customers
  • Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes
  • Provides support in field of expertise to team

Enterprise and initiative

  • Develops and implements plans using logical processes and monitors and evaluates progress against stated goals

Problem solving

  • Accepts responsibility for addressing complex or non-routine difficulties, applying problem solving processes in determining a solution

Technology

  • Uses digital technology to access, organise and present information in a format that meets requirements

Unit Mapping Information

Supersedes and is equivalent to BSBCUS501 Manage quality customer service.

Supersedes but is not equivalent to:

  • BSBCUE504 Integrate customer engagement within the organisation
  • BSBCUE601 Optimise customer engagement operations
  • BSBCUE602 Manage customer engagement information
  • BSBCUE603 Design and launch new customer engagement facilities
  • BSBSLS501 Develop a sales plan.

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 review strategy for delivering and monitoring quality customer service for an organisation or work area.

In the course of the above, the candidate must:

  • implement quality customer service policies and procedures
  • identify and resolve system problems relating to poor customer service
  • assist teams to meet customer service requirements
  • develop, procure and use human and physical resources to support quality customer 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:

  • legislative and regulatory frameworks governing customer service
  • elements of effective customer service including quality, time and cost
  • organisational policies and procedures for customer service and handling customer complaints
  • relevant service standards and best practice models
  • key principles of public relations and product promotion
  • common techniques for solving complaints
  • principles and techniques involved in managing:
  • customer behaviour
  • specific customer needs
  • customer research
  • customer relations
  • ongoing product and 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.

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:

  • legislation, regulations and codes of practice related to customer service
  • workplace documentation and resources
  • complex customer complaints.

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