- BSBCUS501B - Manage quality customer service
Manage quality customer service
Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation. These managers 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.
Elements and Performance Criteria
1. Plan to meet internal and external customer requirements
1.1. Investigate, identify, assess, and include the needs of customers in planning processes
1.2. Ensure plans achieve the quality, time and cost specifications agreed with customers
2. Ensure delivery of quality products and/or services
2.1. Deliver products and/or services to customer specifications within organisation's business plan
2.2. Monitor team performance to consistently meet the organisation's quality and delivery standards
2.3. Assist colleagues to overcome difficulty in meeting customer service standards
3. Monitor, adjust and review customer service
3.1. Develop and use strategies to monitor progress in achieving product and/or service targets and standards
3.2. Develop and use strategies to obtain customer feedback to improve the provision of products and/or services
3.3. Develop, procure and use resources effectively to provide quality products and/or services to customers
3.4. Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups
3.5. Manage records, reports and recommendations within the organisation's systems and processes
communication, coaching and mentoring skills to provide support to colleagues
problem-solving skills to deal with complex and non-routine difficulties.
techniques for solving complaints including the principles and techniques involved in the management and organisation of:
customer needs research
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 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 on-the-job 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 usedto 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, for example:
other units from the Diploma of Management.
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 be:
clients, purchasers of services
co-workers, 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
suppliers of goods and services and contractors providing goods and services
Quality may refer to:
characteristics of a product, system, service or process that meet the requirements of customers and interested parties
Strategies may 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
long-term or short-term plans for monitoring achievement and evaluating effectiveness
policies and procedures
questionnaires, survey and interviews
training and development activities
Resources may include:
Stakeholder Relations - Customer Service
This unit contains employability skills.