Modification History
Release |
Comments |
Release 1 |
New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. |
Unit Descriptor
This unit describes the performance outcomes, 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.
Operators may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework. At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.
Application of the Unit
Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Element |
Performance Criteria |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
1. Plan to meet internal and external customer requirements |
1.1 Investigate, identify, assess, and include the needs of customers in planning processes 1.2 Ensure plans achieve the quality , time and cost specifications agreed with customers |
2. Ensure delivery of quality products and services |
2.1 Deliver products and services to customer specifications within organisation’s business plan 2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards 2.3 Assist colleagues to overcome difficulty in meeting customer service standards |
3. Monitor, adjust and review customer service |
3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3. Develop, procure and use resources effectively to provide quality products and services to customers 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and processes |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- analytical skills to identify trends and positions of products and services
- communication skills to:
- coach and mentor staff and colleagues
- monitor and advise on customer service strategies
- literacy skills to:
- edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
- prepare general information and papers according to target audience
- read and understand a variety of texts
- problem-solving skills to:
- deal with customer enquiries or complaints
- deal with complex and non-routine difficulties
- technology skills to select and use technology appropriate to a task
- self-management skills to:
- comply with policies and procedures
- consistently evaluate and monitor own performance
- seek learning opportunities.
Required knowledge
- key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
- anti-discrimination legislation
- Australian consumer law
- ethical principles
- codes of practice
- privacy laws
- financial legislation
- occupational health and safety (OHS)
- organisational policy and procedures for customer service including handling customer complaints
- service standards and best practice models
- public relations and product promotion
- techniques for dealing with customers, including customers with specific needs
- techniques for solving complaints including the principles and techniques involved in the management and organisation of:
- customer behaviour
- customer needs research
- customer relations
- ongoing product and/or service quality
- problem identification and resolution
- quality customer service delivery
- record keeping and management methods
- strategies for monitoring, managing and introducing ways to improve customer service relationships
- strategies to obtain customer feedback.
Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customers may be: |
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Quality may refer to: |
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Products and services may include: |
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Strategies may refer to: |
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Resources may include: |
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Unit Sector(s)
Stakeholder Relations – Customer Service
Custom Content Section
Not applicable.