BSBCUS201 - Deliver a service to customers

Unit code: BSBCUS201 | Study level: TAFE

Credit points

N/A

Location

Footscray Nicholson

Footscray Park

Industry

Sunshine

Prerequisites

N/A

Overview

This unit describes the skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback. It applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

greet customer and establish rapport/relationship in accordance with organisational requirements;
identify customer needs using appropriate interpersonal skills;
provide prompt service to address customer needs in accordance with organisational requirements;
identify and follow up opportunities to increase the quality of service and products, and;
respond to and record all customer feedback according to organisational standards, policies and procedures.

Students will also be expected to demonstrate the following knowledge:

identify and briefly describe key provisions of relevant legislation from all forms of government that apply to provision of customer services, and;
identify and explain workplace organisational policies and procedures relating to customer service and the customer service process.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the Polytechnic and/or via the Polytechnic e-learning system.