BSBCUS401

Application

This unit 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 mapping information

This unit supersedes BSBCUS401B Coordinate implementation of customer service strategies

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
• business technology
• organisational policies and procedures for customer service
• examples of customer complaints and feedback
• client satisfaction data
• case studies and, where possible, real situations
• interaction with others

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