Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCUS401 Mapping and Delivery Guide
Coordinate implementation of customer service strategies
Issue Date: November 2018
||Unit of Competency||BSBCUS401 - Coordinate implementation of customer service strategies|
|Learning Outcomes and Application||This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.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.
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:
organisational policies and procedures for customer service
examples of customer complaints and feedback
client satisfaction data
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.
|Development and validation strategy and guide for assessors and learners||Student Learning Resources||Handouts
|Assessment 1||Assessment 2||Assessment 3||Assessment 4|
|Elements of Competency||Performance Criteria|
|Element: Advise on customer service needs|
|Element: Support implementation of customer service strategies|
|Element: Evaluate and report on customer service|