BSBOPS304 - Deliver and monitor a service to customers
Overview
This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.The unit applies to those who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions.
Assessment
For Melbourne campuses
Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each unit’s learning outcomes & performance criteria requirements, incl 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:
*deliver a service to at least three different customers, including:
- using communication skills to establish rapport and build relationships with customers according to organisational requirements
- identifying customer needs using appropriate questioning and active listening skills
- providing customer service according to organisational requirements
- responding to and recording customer feedback and action taken according to organisational standards, policies and procedures
- producing a report which identifies and recommends ways to improve service delivery.
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.
As part of a course
This unit is studied as part of the following course(s):