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

BSBCUS402 Mapping and Delivery Guide
Address customer needs

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBCUS402 - Address customer needs
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.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 and resources

business technology

organisational policies, procedures, quality systems, manuals and guidelines for customer management

examples of products/services and promotional strategies

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: Assist customer to articulate needs
  • Ensure customer needs are fully explored, understood and agreed
  • Explain and match available services and products to customer needs
  • Identify and communicate rights and responsibilities of customers to the customer as appropriate
       
Element: Satisfy complex customer needs
  • Explain possibilities for meeting customer needs
  • Assist customers to evaluate service and/or product options to satisfy their needs
  • Determine and prioritise preferred actions
  • Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
       
Element: Manage networks to ensure customer needs are addressed
  • Establish effective regular communication with customers
  • Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
  • Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable
  • Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
  • Maintain records of customer interaction in accordance with organisational 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 Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate

2 Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

3 Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational procedures

Evidence of the ability to:

communicate effectively with customers including

helping customers to articulate their needs and evaluate options

explaining products/services and how they match customer needs

establishing regular communication

explaining customer rights and responsibilities

address customer’s needs

use organisational procedures to document customer satisfaction

develop and maintain networks to support meeting customer needs

identify potential difficulties in meeting customer needs and taking appropriate action.

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:

explain organisational procedures and standards for establishing and maintaining customer service relationships

describe informed consent

explain consumer rights and responsibilities

describe ways to establish effective regular communication with customers

outline details of products or services including with reference to:

possible alternative products and services

variations within a limited product and service range.


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 Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate

2 Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

3 Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational 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
Ensure customer needs are fully explored, understood and agreed 
Explain and match available services and products to customer needs 
Identify and communicate rights and responsibilities of customers to the customer as appropriate 
Explain possibilities for meeting customer needs 
Assist customers to evaluate service and/or product options to satisfy their needs 
Determine and prioritise preferred actions 
Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner 
Establish effective regular communication with customers 
Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation 
Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and servicesavailable 
Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services 
Maintain records of customer interaction in accordance with organisational procedures 

Forms

Assessment Cover Sheet

BSBCUS402 - Address customer needs
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

BSBCUS402 - Address customer needs

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: