Manage organisational customer service
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our BSBOPS505 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
$19.00 inc GST
Unit information about the BSBOPS505 training material in this resource
BSBOPS505 information from training.gov.au.
This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
The unit applies to individuals who supervise customer service provided by others within an organisation. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.
Unit mapping information
Supersedes and is equivalent to BSBCUS501 Manage quality customer service.
Supersedes but is not equivalent to:
BSBCUE504 Integrate customer engagement within the organisation
BSBCUE601 Optimise customer engagement operations
BSBCUE602 Manage customer engagement information
BSBCUE603 Design and launch new customer engagement facilities
BSBSLS501 Develop a sales plan
Licensing, legislative, regulatory or certification requirements
No licensing, legislative or certification requirements apply to this unit at the time of publication.
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
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:
legislation, regulations and codes of practice related to customer service
workplace documentation and resources
complex customer complaints
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.