BSBOPS304 - Deliver and monitor a service to customers

Unit code: BSBOPS304 | Study level: TAFE
Nominal hours
35
Location
Footscray Nicholson
Footscray Park
Werribee
Prerequisites
N/A
Overview
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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.

Students will also be expected to demonstrate the following knowledge:
*key provisions of customer service legislation and consumer law
*organisational policies and procedures relating to customer service, including complaints handling
*common forms of verifiable evidence that could be used to review customer satisfaction
*customer service standards and protocols for serving customers, including customers with specific needs.

Required reading

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

As part of a course

This unit is studied as part of the following course(s):

Certificate III in Business
BSB30120 | Certificate iii | Duration:

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.

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