BSBCUS301
Deliver and monitor a service to customers


Application

This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

No licensing, legislative or certification requirements apply to this unit at the time of publication.


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Identify customer needs

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements

1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

2 Deliver a service to customers

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements

2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3 Monitor and report on service delivery

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4 Regularly seek customer feedback and use to improve the provision of products and services

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill

Performance

Criteria

Description

Reading

1.2 2.1, 2.3, 2.4, 3.1, 3.5

Comprehends textual information to determine customer service requirements

Proofreads texts for clarity of meaning and accuracy of grammar and punctuation

Writing

2.3, 3.5

Completes responses to customer complaints in required format

Prepares reports using sequencing, format and words to communicate recommendations clearly and effectively

Oral Communication

1.1, 1.3, 1.4, 2.2, 2.3, 2.4

Provides information or advice using structure and language to suit the audience

Asks questions and listens to gain information or confirm understanding

Navigate the world of work

1.2, 2.1-2.4, 3.1, 3.2

Recognises, understands and applies organisational policies and procedures relevant to role

Interact with others

1.1, 1.3, 1.4, 2.2, 2.3, 2.4, 3.4

Selects and uses appropriate communication conventions to establish connections, build rapport, seek information and develop professional working relationships

Adjusts personal communication style in response to the opinions, values and particular needs of others

Get the work done

1.2, 2.3, 2.5, 3.1-3.5

Plans and implements systems to gather and organise information

Monitor actions and progress against goals and implements adjustments as appropriate

Uses problem-solving skills to analyse and respond to customer complaints or enquiries

Identifies and follows up on opportunities to improve work practices and outcomes


Sectors

Stakeholder Relations – Customer Service