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

BSBCUS501C Mapping and Delivery Guide
Manage quality customer service

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBCUS501C - Manage quality customer service
Description This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.Operators may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework. At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.
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: Plan to meet internal and external customer requirements
  • Investigate, identify, assess, and include the needs ofcustomersin planning processes
  • Ensure plans achieve thequality, time and cost specifications agreed with customers
       
Element: Ensure delivery of quality products and services
  • Deliver products and services to customer specifications within organisation’s business plan
  • Monitor team performance to consistently meet the organisation’s quality and delivery standards
  • Assist colleagues to overcome difficulty in meeting customer service standards
       
Element: Monitor, adjust and review customer service
  • Develop and usestrategiesto monitor progress in achieving product and/or service targets and standards
  • Develop and use strategies to obtain customer feedback to improve the provision of products and services
  • . Develop, procure and useresourceseffectively to provide quality products and services to customers
  • Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
  • Manage records, reports and recommendations within the organisation’s systems and processes
       


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:

plans, policies or procedures for delivering quality customer service

demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

knowledge of techniques for solving complaints.

Context of and specific resources for assessment

Assessment must ensure:

access to appropriate documentation and resources normally used in the workplace.

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:

assessment of written reports

demonstration of techniques

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

observation of performance in role plays

evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards

review of strategies developed and used to monitor progress in achieving product and/or service targets and standards

review of records, reports and recommendations about managing customer service.

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

analytical skills to identify trends and positions of products and services

communication skills to:

coach and mentor staff and colleagues

monitor and advise on customer service strategies

literacy skills to:

edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

prepare general information and papers according to target audience

read and understand a variety of texts

problemsolving skills to:

deal with customer enquiries or complaints

deal with complex and non-routine difficulties

technology skills to select and use technology appropriate to a task

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities.

Required knowledge

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

antidiscrimination legislation

Australian consumer law

ethical principles

codes of practice

privacy laws

financial legislation

occupational health and safety (OHS)

organisational policy and procedures for customer service including handling customer complaints

service standards and best practice models

public relations and product promotion

techniques for dealing with customers, including customers with specific needs

techniques for solving complaints including the principles and techniques involved in the management and organisation of:

customer behaviour

customer needs research

customer relations

ongoing product and/or service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring, managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback.

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 be:

Board members

clients, purchasers of services

coworkers, peers and fellow frontline managers

members of the general public who make contact with the organisation, such as prospective purchasers of services

potential funding bodies

supervisors

suppliers of goods and services and contractors providing goods and services.

Qualitymay refer to:

characteristics of a product, system, service or process that meet the requirements of customers and interested parties.

Products and servicesmay include:

either products or services

goods

ideas

infrastructure

private or public sets of benefits.

Strategiesmay refer to:

databases and other controls to record and compare data over time

electronic feedback mechanisms using intranet, internet and email

feedback forms and other devices to enable communication from customers

longterm or shortterm plans for monitoring achievement and evaluating effectiveness

policies and procedures

questionnaires, survey and interviews

training and development activities.

Resourcesmay include:

buildings/facilities

equipment

finance

information

people

power/energy

technology

time.

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
Investigate, identify, assess, and include the needs ofcustomersin planning processes 
Ensure plans achieve thequality, time and cost specifications agreed with customers 
Deliver products and services to customer specifications within organisation’s business plan 
Monitor team performance to consistently meet the organisation’s quality and delivery standards 
Assist colleagues to overcome difficulty in meeting customer service standards 
Develop and usestrategiesto monitor progress in achieving product and/or service targets and standards 
Develop and use strategies to obtain customer feedback to improve the provision of products and services 
. Develop, procure and useresourceseffectively to provide quality products and services to customers 
Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 
Manage records, reports and recommendations within the organisation’s systems and processes 

Forms

Assessment Cover Sheet

BSBCUS501C - Manage quality customer service
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

BSBCUS501C - Manage quality customer service

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: