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

BSBCUS401 Mapping and Delivery Guide
Coordinate implementation of customer service strategies

Version 1.0
Issue Date: September 2018


Qualification -
Unit of Competency BSBCUS401 - Coordinate implementation of customer service strategies
Description
Employability Skills
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:

office equipment

business technology

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.

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: Advise on customer service needs
  • Clarify and accurately assess customer needs using appropriate communication techniques
  • Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
  • Provide relevant and constructive advice to promote the improvement of customer service delivery
  • Use business technology and/or online services to structure and present information on customer service needs
       
Element: Support implementation of customer service strategies
  • Ensure customer service strategies and opportunities are promoted to designated individuals and groups
  • Identify and allocate available budget resources to fulfil customer service objectives
  • Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
  • Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
       
Element: Evaluate and report on customer service
  • Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
  • Identify and report changes necessary to maintain service standards to designated individuals and groups
  • Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
  • Maintain systems, records and reporting procedures to compare changes in customer satisfaction
       


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 Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques

1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery

1.4 Use business technology and/or online services to structure and present information on customer service needs

2 Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups

2.2 Identify and allocate available budget resources to fulfil customer service objectives

2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

3 Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups

3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

Evidence of the ability to:

identify the needs and priorities of the organisation in delivering services to customers

diagnose problems in delivery of customer service

respond to and report on customer feedback and complaints

review client satisfaction using verifiable data

consult and communicate effectively with relevant people

develop and implement strategies and methods to improve customer service delivery including:

budgeting

promotion to staff

documentation and follow up.

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

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

outline the principles of customer service

explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction

explain the organisational business structure, products and services related to customer service

describe product and service standards and best practice models.


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 Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques

1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery

1.4 Use business technology and/or online services to structure and present information on customer service needs

2 Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups

2.2 Identify and allocate available budget resources to fulfil customer service objectives

2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

3 Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups

3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

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
Clarify and accurately assess customer needs using appropriate communication techniques 
Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements 
Provide relevant and constructive advice to promote the improvement of customer service delivery 
Use business technology and/or online services to structure and present information on customer service needs 
Ensure customer service strategies and opportunities are promoted to designated individuals and groups 
Identify and allocate available budget resources to fulfil customer service objectives 
Promptly action procedures to resolve customer difficulties and complaints within organisational requirements 
Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups 
Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements 
Identify and report changes necessary to maintain service standards to designated individuals and groups 
Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies 
Maintain systems, records and reporting procedures to compare changes in customer satisfaction 

Forms

Assessment Cover Sheet

BSBCUS401 - Coordinate implementation of customer service strategies
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:

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Assessment Record Sheet

BSBCUS401 - Coordinate implementation of customer service strategies

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: