Deliver and monitor a service to customers

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCUS301, 'Deliver and monitor a service to customers'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Deliver and monitor a service to customers' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


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


Qualifications and Skillsets

BSBCUS301 appears in the following qualifications:

  • ICP30310 - Certificate III in Printing and Graphic Arts (Multimedia)
  • ICP30312 - Certificate III in Printing and Graphic Arts (Multimedia)
  • ICP30512 - Certificate III in Printing and Graphic Arts (Printing)
  • ICP20310 - Certificate II in Printing and Graphic Arts (Digital Printing)
  • ICP30410 - Certificate III in Printing and Graphic Arts (Digital Printing)
  • ICP30510 - Certificate III in Printing and Graphic Arts (Printing)
  • LMF32009 - Certificate III in Kitchens and Bathrooms (Client Services)
  • LMF31808 - Certificate III in Blinds and Awnings
  • LMF21008 - Certificate II in Blinds and Awnings
  • LMF32109 - Certificate III in Cabinet Making
  • FNS40910 - Certificate IV in Superannuation
  • FNS41410 - Certificate IV in General Insurance
  • FNS30210 - Certificate III in Personal Injury Management (ClaimsManagement)
  • FNS40510 - Certificate IV in Personal Injury Management (Underwriting)
  • FNS30310 - Certificate III in Accounts Administration
  • FNS41210 - Certificate IV in Mobile Banking
  • FNS40810 - Certificate IV in Finance and Mortgage Broking
  • FNS41310 - Certificate IV in Personal Trust Administration
  • FNS30710 - Certificate III in Life insurance
  • FNS41610 - Certificate IV in Loss Adjusting
  • FNS40210 - Certificate IV in Bookkeeping
  • FNS41510 - Certificate IV in Life Insurance
  • CPC40308 - Certificate IV in Building and Construction (Estimating)
  • CPC40708 - Certificate IV in Building and Construction (Trade Contracting)
  • CPC40808 - Certificate IV in Swimming Pool and Spa Building
  • CPC40508 - Certificate IV in Building and Construction (Site Management)
  • CPC40611 - Certificate IV in Building and Construction (Specialist Trades)
  • CPC40911 - Certificate IV in Plumbing and Services
  • CPC40308 - Certificate IV in Building and Construction (Estimating)
  • CPC40708 - Certificate IV in Building and Construction (Trade Contracting)
  • CPC40808 - Certificate IV in Swimming Pool and Spa Building
  • CPC40912 - Certificate IV in Plumbing and Service
  • CPC40508 - Certificate IV in Building and Construction (Site Management)
  • CPC40611 - Certificate IV in Building and Construction (Specialist Trades)
  • CPC40911 - Certificate IV in Plumbing and Services
  • CPP30111 - Certificate III in Surveying and Spatial Information Services
  • AUR20105 - Certificate II in Automotive Administration
  • AUR31105 - Certificate III in Automotive Warehousing/Distribution Operations
  • AUR30211 - Certificate III in Bicycles
  • AUR21105 - Certificate II in Automotive Sales
  • AUR21205 - Certificate II in Automotive Warehousing/Distribution Operations
  • AUR30105 - Certificate III in Automotive Administration
  • AUR31005 - Certificate III in Automotive Sales
  • AUR20311 - Certificate II in Bicycles
  • BSB30307 - Certificate III in Micro Business Operations
  • BSB30807 - Certificate III in Recordkeeping
  • BSB30110 - Certificate III in Business
  • BSB30707 - Certificate III in Occupational Health and Safety
  • BSB30407 - Certificate III in Business Administration
  • BSB30607 - Certificate III in International Trade
  • BSB30207 - Certificate III in Customer Contact
  • BSB30507 - Certificate III in Business Administration(International Education)
  • BSB31012 - Certificate III in Business Administration (Legal)
  • BSB31107 - Certificate III in Business Administration (Medical)
  • BSB30907 - Certificate III in Business Administration (Education)
  • BSB20207 - Certificate II in Customer Contact
  • BSB31007 - Certificate III in Business Administration (Legal)
  • UEG30110 - Certificate III in Gas Industry Operations
  • LGA30208 - Certificate III in Local Government (Health and Environment)
  • FPI20605 - Certificate II in Timber Merchandising
  • FPI30910 - Certificate III Timber Truss and Frame Design and Manufacture
  • CUS30309 - Certificate III in Music Business
  • CUS30209 - Certificate III in Technical Production
  • AHC32710 - Certificate III in Rural Merchandising
  • AHC32410 - Certificate III in Irrigation
  • AHC31210 - Certificate III in Retail Nursery
  • AVI30408 - Certificate III in Aviation (Ground Operations and Service)
  • AVI30208 - Certificate III in Aviation (Flight Operations)
  • AUR20312 - Certificate II in Bicycle Mechanical Technology
  • SFI30211 - Certificate III in Fishing Operations
  • SFI30611 - Certificate III in Seafood Industry (Sales and Distribution)
  • SFI30111 - Certificate III in Aquaculture
  • SFI30511 - Certificate III in Seafood Processing
  • SFI30311 - Certificate III in Seafood Industry (Environmental Management Support)
  • BSB30912 - Certificate III in Business Administration (Education)
  • BSB30112 - Certificate III in Business
  • BSB30612 - Certificate III in International Trade
  • TLI31610 - Certificate III in Warehousing Operations
  • TLI30410 - Certificate III in Transport and Logistics (Rail Operations)
  • TLI41210 - Certificate IV in Transport and Logistics (Road Transport - Car Driving Instruction)
  • TLI32410 - Certificate III in Logistics
  • TLI31610 - Certificate III in Warehousing Operations
  • TLI30410 - Certificate III in Transport and Logistics (Rail Operations)
  • TLI41210 - Certificate IV in Transport and Logistics (Road Transport - Car Driving Instruction)
  • TLI32410 - Certificate III in Logistics
  • FDF30510 - Certificate III in Retail Baking (Cake and Pastry)
  • FDF30310 - Certificate III in Plant Baking
  • FDF30810 - Certificate III in Plant Baking
  • FDF30710 - Certificate III in Retail Baking (Combined)
  • FDF30110 - Certificate III in Food Processing
  • FDF30210 - Certificate III in Pharmaceutical Manufacturing
  • FDF30610 - Certificate III in Retail Baking (Bread)
  • HLT32607 - Certificate III in Pathology
  • HLT43507 - Certificate IV in Optical Dispensing
  • HLT41407 - Certificate IV in Cast Technology
  • HLT51307 - Diploma of Hearing Device Prescription and Evaluation
  • HLT50507 - Diploma of Dental Technology
  • HLT41507 - Certificate IV in Hyperbaric Technology
  • HLT42107 - Certificate IV in Cardiac Technology
  • HLT41307 - Certificate IV in Audiometric Assessment
  • HLT31107 - Certificate III in Sterilisation Services
  • HLT41907 - Certificate IV in Sleep Technology
  • HLT50607 - Diploma of Paramedical Science (Anaesthesia)
  • HLT42607 - Certificate IV in Anaesthetic Technology
  • HLT41707 - Certificate IV in Neurophysiology Technology
  • RGR30308 - Certificate III in Racing Services (Racing Administration)
  • BSB31112 - Certificate III in Business Administration (Medical)
  • CUV30411 - Certificate III in Arts Administration
  • BSB30211 - Certificate III in Customer Contact
  • FDF30910 - Certificate III in Food Processing (Sales)
  • FDF30111 - Certificate III in Food Processing
  • CUL30111 - Certificate III in Information and Cultural Services
  • RII30909 - Certificate III in Civil Construction
  • RII31009 - Certificate III in Bituminous Surfacing
  • RII30912 - Certificate III in Civil Construction
  • FNS41411 - Certificate IV in General Insurance
  • FNS30111 - Certificate III in Financial Services
  • FNS30311 - Certificate III in Accounts Administration
  • FNS40811 - Certificate IV in Finance and Mortgage Broking
  • FNS40911 - Certificate IV in Superannuation
  • FNS40211 - Certificate IV in Bookkeeping
  • FNS41211 - Certificate IV in Mobile Banking
  • FNS41611 - Certificate IV in Loss Adjusting
  • ICP30412 - Certificate III in Printing and Graphic Arts (Digital Printing)
  • FPI30911 - Certificate III in Timber Truss and Frame Design and Manufacture
  • FPI20611 - Certificate II in Timber Merchandising
  • CPP30112 - Certificate III in Surveying and Spatial Information Services
  • CPP30811 - Certificate III in Fire Protection Inspection and Testing
  • CPP30711 - Certificate III in Waste Management
  • HLT43512 - Certificate IV in Optical Dispensing
  • HLT41712 - Certificate IV in Neurophysiology Technology
  • HLT41412 - Certificate IV in Cast Technology
  • HLT42112 - Certificate IV in Cardiac Technology
  • HLT50512 - Diploma of Dental Technology
  • HLT41912 - Certificate IV in Sleep technology
  • BSB30412 - Certificate III in Business Administration
  • HLT31112 - Certificate III in Sterilisation Services
  • HLT41312 - Certificate IV in Audiometric Assessment
  • HLT50612 - Diploma of Paramedical Science (Anaesthesia)
  • HLT41512 - Certificate IV in Hyperbaric Technology
  • HLT32612 - Certificate III in Pathology
  • HLT42612 - Certificate IV in Anaesthetic Technology
  • CPC32912 - Certificate III in Construction Crane Operations
  • MSF30613 - Certificate III in Soft Furnishing
  • MSF30813 - Certificate III in Flooring Technology
  • RII30913 - Certificate III in Civil Construction
  • MSF31313 - Certificate III in Kitchens and Bathrooms - Retail Services
  • MSF30913 - Certificate III in Blinds, Awnings, Security Screens and Grilles
  • MSF31113 - Certificate III in Cabinet Making
  • MSF30513 - Certificate III in Picture Framing
  • TLI33113 - Certificate III in Rail Customer Service
  • MSF31013 - Certificate III in Interior Decoration Retail Services
  • BSB31115 - Certificate III in Business Administration (Medical)
  • BSB30115 - Certificate III in Business
  • BSB30415 - Certificate III in Business Administration
  • BSB30515 - Certificate III in Business Administration (International Education)
  • BSB30915 - Certificate III in Business Administration (Education)
  • BSB30315 - Certificate III in Micro Business Operations
  • BSB31015 - Certificate III in Business Administration (Legal)
  • BSB30215 - Certificate III in Customer Engagement
  • BSB30615 - Certificate III in International Trade
  • BSB30815 - Certificate III in Recordkeeping
  • FNS42015 - Certificate IV in Banking Services
  • FNS41915 - Certificate IV in Personal Injury Management
  • FNS30215 - Certificate III in Personal Injury Management
  • FNS30315 - Certificate III in Accounts Administration
  • FNS30115 - Certificate III in Financial Services
  • FNS40815 - Certificate IV in Finance and Mortgage Broking
  • FNS30615 - Certificate III in Insurance Broking
  • FNS40915 - Certificate IV in Superannuation
  • FNS41415 - Certificate IV in General Insurance
  • FNS40215 - Certificate IV in Bookkeeping
  • ICP20115 - Certificate II in Printing and Graphic Arts (General)
  • ICP30515 - Certificate III in Printing and Graphic Arts (Printing)
  • ICP30315 - Certificate III in Printing and Graphic Arts (Multimedia)
  • ICP30415 - Certificate III in Printing and Graphic Arts (Digital Printing)
  • TLI33115 - Certificate III in Rail Customer Service
  • CHC33015 - Certificate III in Individual Support
  • HLT57415 - Diploma of Audiometry
  • HLT37315 - Certificate III in Health Administration
  • HLT47415 - Certificate IV in Audiometry
  • HLT47715 - Certificate IV in Medical Practice Assisting
  • HLT47815 - Certificate IV in Optical Dispensing
  • HLT55115 - Diploma of Dental Technology
  • NWP30215 - Certificate III in Water Industry Operations
  • NWP30315 - Certificate III in Water Industry Treatment
  • NWP30415 - Certificate III in Water Industry Irrigation
  • RII30915 - Certificate III in Civil Construction
  • BSB42115 - Certificate IV in Library and Information Services
  • FNS42115 - Certificate IV in Personal Injury Management
  • ICP31415 - Certificate III in Print Communications
  • CUA30915 - Certificate III in Music Industry
  • CUA30615 - Certificate III in Arts Administration
  • ICP31215 - Certificate III in Printing
  • AVI30416 - Certificate III in Aviation (Ground Operations and Service)
  • TLI31616 - Certificate III in Warehousing Operations
  • TLI32416 - Certificate III in Logistics
  • AUR20316 - Certificate II in Bicycle Mechanical Technology
  • CPP30616 - Certificate III in Waste Management
  • FWP30916 - Certificate III in Timber Truss and Frame Design and Manufacture
  • FWP20616 - Certificate II in Timber Merchandising
  • AHC31216 - Certificate III in Retail Nursery
  • AHC32716 - Certificate III in Rural Merchandising

And the skillsets: