- BSBCUS403A - Implement customer service standards
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCUS403A Mapping and Delivery Guide
Implement customer service standards
Version 1.0
Issue Date: April 2024
| Qualification | - |
Unit of Competency | BSBCUS403A - Implement customer service standards |
|---|---|---|---|
| Description | This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
| Employability Skills | This unit contains employability skills. | ||
| Learning Outcomes and Application | This unit applies to frontline managers, including team leaders and supervisors, who have responsibility for seeing that a customer service system and customer service standards are implemented. It is expected that someone undertaking this unit would have a detailed knowledge of, and experience in, customer service systems and procedures. | ||
| Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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| Prerequisites/co-requisites | |||
| Competency Field | Stakeholder Relations - Customer Service | ||
| 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 | |
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| Elements of Competency | Performance Criteria | |||||||
| Element: Contribute to quality customer service standards |
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| Element: Implement customer service systems |
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| Element: Implement team customer service standards |
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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: identification of customer service system and standards with information about monitoring and support required to ensure compliance with standards recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers knowledge of customer service models. |
Context of and specific resources for assessment | Assessment must ensure: access to workplace documents. |
Method of assessment | The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships evaluation of documentation reviewing customer feedback review of documentation identifying customer service problems review of team and work activities plan. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCUS401A Coordinate implementation of customer service strategies BSBCUS402A Address customer needs. |
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 explain the system and standards to the work team language, literacy and numeracy skills to understand and interpret customer service standards to others, and to modify these standards as required problem-solving skills and lateral thinking skills to address problems and to ensure service standards are met. |
Required knowledge |
detailed product or service knowledge models of customer service relevant organisational procedures and standards for customer service relationships. |
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. | |
Customers may include: | customers with routine or special requests internal and external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers |
Organisational standards, policies and procedures may include: | continuous quality improvement cycle - plan/do/check/act procedural manuals product and service manuals, labels, instructions quality systems, standards and guidelines requirements for staff appearance and presentation |
Customer service problems may include: | breakages or faults damaged stock delays in delivery of products or services missing parts or components poor service provision of poor advice or information |
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 |
|---|---|---|---|
| Access, interpret, apply and monitor customer service standards in the workplace in accordance with organisational standards, policies and procedures | |||
| Make contributions to the development, refinement and improvement of customer service standards, policies and processes | |||
| Encourage all personnel to consistently implement customer service systems | |||
| Review customer feedback in consultation with appropriate personnel and analyse when improving work practices | |||
| Identify customer service problems and make adjustments to ensure continued service quality | |||
| Communicate adjustments in service delivery to all those involved, within appropriate timeframes | |||
| Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards | |||
| Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience | |||
| Identify resources required to undertake team tasks while meeting required customer service levels |
Forms
Assessment Cover Sheet
BSBCUS403A - Implement customer service standards
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
BSBCUS403A - Implement customer service standards
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: