Assessment Requirements for BSBCUS402 Address customer needs

Release: 2

Assessment Requirements for BSBCUS402 Address customer needs

Modification History

Release	Comments
Release 2	This version released with BSB Business Services Training Package Version 2.0 Version created to clarify assessment conditions
Release 1	This version first released with Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

communicate effectively with customers including

helping customers to articulate their needs and evaluate options

explaining products/services and how they match customer needs

establishing regular communication

explaining customer rights and responsibilities

address customer’s needs

use organisational procedures to document customer satisfaction

develop and maintain networks to support meeting customer needs

identify potential difficulties in meeting customer needs and taking appropriate action.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain organisational procedures and standards for establishing and maintaining customer service relationships

describe informed consent

explain consumer rights and responsibilities

describe ways to establish effective regular communication with customers

outline details of products or services including with reference to:

possible alternative products and services

variations within a limited product and service range.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

office equipment and resources

business technology

organisational policies, procedures, quality systems, manuals and guidelines for customer management

examples of products/services and promotional strategies

case studies and, where possible, real situations

interaction with others.

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 guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10