BSBOPS304

Application

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.

Unit mapping information

Supersedes and is equivalent to BSBCUS301 Deliver and monitor a service to customers.

Supersedes but is not equivalent to:

• BSBCUE309 Develop product and service knowledge for customer engagement operation
• BSBEDU303 Assist with the provision of international education information
• BSBINT303 Organise the importing and exporting of goods
• BSBINT304 Assist in the international transfer of services
• BSBSLS407 Identify and plan sales prospects

Licensing, legislative, regulatory or certification requirements

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Foundation skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit sector or competency field

Business Competence – Business Operations

Prerequisite, co-requisite or interdependent assessment of units

Not applicable

Assessment conditions

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

• technology required to gather and provide information and assistance to customers
• workplace documents, and organisational policies and procedures relating to customer service
• examples of customer complaints and feedback

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.