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

BSBCUS201B Mapping and Delivery Guide
Deliver a service to customers

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBCUS201B - Deliver a service to customers
Description This unit describes the performance outcomes, 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.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit 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.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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 greetcustomerin a professional, courteous and concise manner according toorganisational requirements
  • Maintain personal dress and presentation in line with organisational requirements
  • Communicate using appropriateinterpersonal skillsto 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 fromdesignated personswhere 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
  • Identifyopportunitiesto enhance the quality of service and products, and take action to improve the service whenever possible
       
Element: Process customer feedback
  • Promptly recognisecustomer feedbackand handle sensitively according to organisational requirements
  • Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures
  • 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.

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:

demonstrating all stages of customer service interactions

responding to customer feedback

demonstrating a range of interpersonal skills

knowledge of relevant legislation.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of customer complaints and policies relating to customer service.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

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

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of customer service and communication techniques

review of information provided to customers about problems and delays, and customer followup

review of documentation recording feedback and communication between customers and the organisation.

Guidance information for assessment

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


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.

Required skills

communication skills to convey meaning clearly, concisely and coherently

literacy skills to communicate with customers and to develop required product knowledge

numeracy skills to interpret customer requirements and to meet customer needs

problemsolving skills to deal with customer enquiries or complaints

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

organisational policies and procedures relating to customer service and the customer service process.

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:

contacts from other organisations

external customers

internal customers

members of the public

patients

service users.

Organisational requirementsmay include:

access and equity principles and practice

antidiscrimination and related policy

following OHS procedures for dealing with customers

legal and organisational policies, guidelines and requirements

quality and continuous improvement processes and standards

quality assurance and/or procedures manual.

Interpersonal skillsmay include:

listening actively to what the customer is communicating

providing an opportunity for the customer to confirm their request

questioning to clarify and confirm customer needs

seeking feedback from the customer to confirm understanding of needs

summarising and paraphrasing to check understanding of customer’s message

using appropriate body language.

Designated personsmay include:

manager, supervisor or team leader

more experienced personnel with specific knowledge or information

staff from other work areas with particular product or service knowledge.

Opportunitiesmay include:

advice about warranties, guarantees or support services

packaging options

pricing options

procedures for delivery of goods or service

provision of product knowledge

systems for recording complaints.

Customer feedbackmay be about:

damaged goods or delivery problems

delays

invoicing errors

quality of customer service

quality of service provision.

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 greetcustomerin a professional, courteous and concise manner according toorganisational requirements 
Maintain personal dress and presentation in line with organisational requirements 
Communicate using appropriateinterpersonal skillsto 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 fromdesignated personswhere 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 
Identifyopportunitiesto enhance the quality of service and products, and take action to improve the service whenever possible 
Promptly recognisecustomer feedbackand handle sensitively according to organisational requirements 
Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures 
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

BSBCUS201B - 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

BSBCUS201B - 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: