Coordinate implementation of customer service strategies

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 BSBCUS401A, 'Coordinate implementation of customer service strategies'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Coordinate implementation of customer service strategies' 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. Advise on customer service needs

1.1. Clarify and accurately assess customer needs using appropriate communication techniques

1.2. Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

1.3. Provide relevant and constructive advice to promote the improvement of customer service delivery

1.4. Use business technology and/or online services to structure and present information on customer service needs

2. Support implementation of customer service strategies

2.1. Ensure customer service strategies and opportunities are promoted to designated individuals and groups

2.2. Identify and allocate available budget resources to fulfil customer service objectives

2.3. Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

2.4. Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

3. Evaluate and report on customer service

3.1. Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

3.2. Identify and report changes necessary to maintain service standards to designated individuals and groups

3.3. Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4. Maintain systems, records and reporting procedures to compare changes in customer satisfaction

Qualifications and Skillsets

BSBCUS401A appears in the following qualifications:

  • ICP40710 - Certificate IV in Printing and Graphic Arts (Process Leadership)
  • FNS41410 - Certificate IV in General Insurance
  • FNS41010 - Certificate IV in Banking Services
  • FNS41610 - Certificate IV in Loss Adjusting
  • FNS41510 - Certificate IV in Life Insurance
  • AUR31005 - Certificate III in Automotive Sales
  • AUR50105 - Diploma of Automotive Management
  • AUR40105 - Certificate IV in Automotive Management
  • BSB50307 - Diploma of Customer Contact
  • BSB40307 - Certificate IV in Customer Contact
  • BSB40207 - Certificate IV in Business
  • PSP42210 - Certificate IV in Government (Workplace Relations)
  • FPI40310 - Certificate IV in Timber Truss and Frame Manufacture
  • FPI40205 - Certificate IV in Timber Processing
  • FPI40105 - Certificate IV in Forest Operations
  • FPI40410 - Certificate IV in Timber Truss and Frame Design
  • CUS40309 - Certificate IV in Music Business
  • SIT30107 - Certificate III in Tourism
  • SIT30407 - Certificate III in Tourism (Visitor Information Services)
  • SIT30307 - Certificate III in Tourism (Tour Wholesaling)
  • SIT30207 - Certificate III in Tourism (Retail Travel Sales)
  • SIT40207 - Certificate IV in Tourism
  • SIT50107 - Diploma of Tourism
  • PSP42212 - Certificate IV in Government (Workplace Relations)
  • HLT43807 - Certificate IV in Sterilisation Services
  • HLT43207 - Certificate IV in Health Administration
  • HLT43707 - Certificate IV in Optical Technology
  • HLT41807 - Certificate IV in Pathology
  • SIR40207 - Certificate IV in Retail Management
  • RII41109 - Certificate IV in Drilling Oil/Gas (On shore)
  • RII40109 - Certificate IV in Surface Extraction Operations
  • RII40909 - Certificate IV in Drilling Operations
  • RII40509 - Certificate IV in Resource Processing
  • RII40209 - Certificate IV in Surface Coal Mining (Open Cut Examiner)
  • RII40709 - Certificate IV in Civil Construction Supervision
  • RII40411 - Certificate IV in Underground Coal Operations
  • RII40412 - Certificate IV in Underground Coal Operations
  • RII40712 - Certificate IV in Civil Construction Supervision
  • RII40212 - Certificate IV in Surface Coal Mining (Open Cut Examiner)
  • FNS41411 - Certificate IV in General Insurance
  • FNS41011 - Certificate IV in Banking Services
  • FNS41811 - Certificate IV in Financial Services
  • SIR40112 - Certificate IV in Community Pharmacy
  • SIR40212 - Certificate IV in Retail Management