This unit (BSBCUS401) 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.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:

Contact VU Polytechnic


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.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.