BSBCUS301

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.

It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

Unit mapping information

This unit supersedes BSBCUS301B Deliver and monitor a service to customers

Licensing, legislative, regulatory or certification requirements

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

Foundation skills

This unit contains foundation skills

Unit sector or competency field

Stakeholder Relations—Customer Service

Prerequisite, co-requisite or interdependent assessment of units

None specified.

Assessment conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

• office equipment and technology
• workplace documents, organisational policies and procedures for customer service
• examples of customer complaints and feedback
• case studies and, where possible, real situations
• interaction with others

Assessors must satisfy NVR/AQTF assessor requirements.