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Elements and Performance Criteria

  1. Contribute to quality customer service standards
  2. Implement customer service systems
  3. Implement team customer service standards

Required Skills

This section describes the skills and knowledge required for this unit

Required skills

communication skills to

direct others with regard to customer services standards

explain the system and standards to the work team

information management skills to summarise information verbally and nonverbally

information management skills to summarise information verbally and nonverbally

literacy and numeracy skills to

interpret product and service features or sales data

read a variety of texts to prepare general information and papers

summarise information obtained from a variety of verbal and nonverbal sources

write formal and informal text

numeracy skills to analyse data and to compare time lines and promotional costs against budgets

problemsolving skills to

problemsolving skills to:

address problems and ensure service standards are met

develop solutions unique to a customer

modify customer service standards when required

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

Required knowledge

detailed product and service knowledge

models of customer service

relevant organisational procedures and standards for customer service relationships

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

compliance with customer service system and standards

recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers

knowledge of customer service models

Context of and specific resources for assessment

Assessment must ensure

access to workplace documents

Method of assessment

The following assessment methods are appropriate for this unit

analysis of responses to case studies and scenarios

assessment of written reports

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

observation of presentations

oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships

evaluation of documentation reviewing customer feedback

review of documentation identifying customer service problems

review of team and work activities plan

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCUSB Coordinate implementation of customer service strategies

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUSB Address customer needs

BSBCUS402B Address customer needs.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customersmay include:

customers with routine or special requests

internal and external customers

people from a range of social, cultural or ethnic backgrounds

people who may be unwell, drug affected or emotionally distressed

people with varying physical and mental abilities

regular and new customers.

Organisational standards, policies and proceduresmay include:

continuous quality improvement cycle – plan/do/check/act

procedural manuals

product and service manuals, labels, instructions

quality systems, standards and guidelines

requirements for staff appearance and presentation.

Customer service problemsmay include:

breakages or faults

damaged stock

delays in delivery of products or services

missing parts or components

poor service

provision of poor advice or information.