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 BSBCUS301A, '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
Reference books for 'Deliver and monitor a service to customers' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



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 in accordance with organisational 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 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 requirements

2.4. Provide assistance or respond to customers with specific needs in accordance with organisational 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 in accordance with organisational requirements

3.2. Identify opportunities to enhance the quality of service and products, and pursue within organisational 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. Incorporate evidence of customer satisfaction in decisions to modify products or services, ensuring they are within organisational requirements

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

Qualifications and Skillsets

BSBCUS301A appears in the following qualifications:

  • ICP30310 - Certificate III in Printing and Graphic Arts (Multimedia)
  • 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
  • CPC40911 - Certificate IV in Plumbing and Services
  • 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
  • BSB30207 - Certificate III in Customer Contact
  • BSB30507 - Certificate III in Business Administration(International Education)
  • BSB20207 - Certificate II in Customer Contact
  • 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
  • AHC32410 - Certificate III in Irrigation
  • AVI30408 - Certificate III in Aviation (Ground Operations and Service)
  • AVI30208 - Certificate III in Aviation (Flight Operations)
  • TLI41210 - Certificate IV in Transport and Logistics (Road Transport - Car Driving Instruction)
  • TLI41210 - Certificate IV in Transport and Logistics (Road Transport - Car Driving Instruction)
  • FDF30810 - Certificate III in Plant Baking
  • FDF30110 - Certificate III in Food Processing
  • FDF30610 - Certificate III in Retail Baking (Bread)
  • HLT32607 - Certificate III in Pathology
  • HLT43507 - Certificate IV in Optical Dispensing
  • HLT41407 - Certificate IV in Cast Technology
  • 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
  • CUV30411 - Certificate III in Arts Administration
  • 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

And the skillsets: