Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCUS201 Mapping and Delivery Guide
Deliver a service to customers

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBCUS201 - Deliver a service to customers
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.It applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Establish contact with customers
  • Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements
  • Maintain personal dress and presentation in line with organisational requirements
  • Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
  • Maintain sensitivity to customer specific needs and any cultural, family and individual differences
  • Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements
       
Element: Identify customer needs
  • Use appropriate questioning and active listening to determine customer needs
  • Assess customer needs for urgency to identify priorities for service delivery
  • Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s
  • Identify personal limitations in addressing customer needs and seek assistance from designated persons where required
       
Element: Deliver service to customers
  • Provide prompt customer service to meet identified needs according to organisational requirements
  • Provide information regarding problems and delays, and followup within appropriate timeframes as necessary
  • Communicate with customers in a clear, concise and courteous manner
  • Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible
       
Element: Process customer feedback
  • Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements
  • Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements
  • Identify any unmet customer needs and discuss suitability of other products/services
  • Support customers to make contact with other services according to organisational policies and procedures
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Establish contact with customers

1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements

1.2 Maintain personal dress and presentation in line with organisational requirements

1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences

1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

2 Identify customer needs

2.1 Use appropriate questioning and active listening to determine customer needs

2.2 Assess customer needs for urgency to identify priorities for service delivery

2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required

3 Deliver service to customers

3.1 Provide prompt customer service to meet identified needs according to organisational requirements

3.2 Provide information regarding problems and delays, and followup within appropriate timeframes as necessary

3.3 Communicate with customers in a clear, concise and courteous manner

3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible

4 Process customer feedback

4.1 Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements

4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements

4.3 Identify any unmet customer needs and discuss suitability of other products/services

4.4 Support customers to make contact with other services according to organisational policies and procedures


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Establish contact with customers

1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements

1.2 Maintain personal dress and presentation in line with organisational requirements

1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences

1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

2 Identify customer needs

2.1 Use appropriate questioning and active listening to determine customer needs

2.2 Assess customer needs for urgency to identify priorities for service delivery

2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required

3 Deliver service to customers

3.1 Provide prompt customer service to meet identified needs according to organisational requirements

3.2 Provide information regarding problems and delays, and followup within appropriate timeframes as necessary

3.3 Communicate with customers in a clear, concise and courteous manner

3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible

4 Process customer feedback

4.1 Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements

4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements

4.3 Identify any unmet customer needs and discuss suitability of other products/services

4.4 Support customers to make contact with other services according to organisational policies and procedures

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements 
Maintain personal dress and presentation in line with organisational requirements 
Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information 
Maintain sensitivity to customer specific needs and any cultural, family and individual differences 
Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements 
Use appropriate questioning and active listening to determine customer needs 
Assess customer needs for urgency to identify priorities for service delivery 
Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s 
Identify personal limitations in addressing customer needs and seek assistance from designated persons where required 
Provide prompt customer service to meet identified needs according to organisational requirements 
Provide information regarding problems and delays, and followup within appropriate timeframes as necessary 
Communicate with customers in a clear, concise and courteous manner 
Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible 
Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements 
Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements 
Identify any unmet customer needs and discuss suitability of other products/services 
Support customers to make contact with other services according to organisational policies and procedures 

Forms

Assessment Cover Sheet

BSBCUS201 - Deliver a service to customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

BSBCUS201 - Deliver a service to customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: