Manage quality customer service

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 BSBCUS501B, 'Manage quality customer service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage quality customer service' 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. 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

Qualifications and Skillsets

BSBCUS501B appears in the following qualifications:

  • PUA50501 - Diploma of Public Safety (Firefighting Management)
  • FNS60310 - Advanced Diploma of Conveyancing
  • FNS51510 - Diploma of Credit Management
  • FNS51410 - Diploma of Loss Adjusting
  • FNS50410 - Diploma of Conveyancing
  • FNS50610 - Diploma of Financial Planning
  • CPC50408 - Diploma of Plumbing and Services
  • CPC50408 - Diploma of Plumbing and Services
  • BSB50107 - Diploma of Advertising
  • FPI40310 - Certificate IV in Timber Truss and Frame Manufacture
  • FPI50105 - Diploma of Forest and Forest Products
  • FPI50410 - Diploma of Timber Truss and Frame Design
  • FPI50310 - Diploma of Timber Truss and Frame Manufacture
  • HLT52007 - Diploma of Practice Management
  • CUL50111 - Diploma of Library and Information Services
  • FNS60311 - Advanced Diploma of Conveyancing
  • FNS50611 - Diploma of Financial Planning
  • FNS51511 - Diploma of Credit Management
  • FNS50411 - Diploma of Conveyancing
  • FNS51811 - Diploma of Financial Services