BSBCUS401 - Coordinate implementation of customer service strategies

Unit code: BSBCUS401 | Study level: TAFE

Credit points

N/A

Location

Sunshine

Prerequisites

N/A

Overview

This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies. It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.

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:

identify the needs and priorities of the organisation in delivering services to customers;
diagnose problems in delivery of customer service;
respond to and report on customer feedback and complaints;
review client satisfaction using verifiable data;
consult and communicate effectively with relevant people, and;
develop and implement strategies and methods to improve customer service delivery.

Students will also be expected to demonstrate the following knowledge:

outline the principles of customer service;
explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction;
explain the organisational business structure, products and services related to customer service, and;
describe product and service standards and best practice models.

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.