Assessment Requirements for BSBOPS304 Deliver and monitor a service to customers

Release: 1

Assessment Requirements for BSBOPS304 Deliver and monitor a service to customers

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 7.0.

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

deliver a service to at least three different customers, including:

using communication skills to establish rapport and build relationships with customers according to organisational requirements

identifying customer needs using appropriate questioning and active listening skills

providing customer service according to organisational requirements

responding to and recording customer feedback and action taken according to organisational standards, policies and procedures

producing a report which identifies and recommends ways to improve service delivery.

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

key provisions of customer service legislation and consumer law

organisational policies and procedures relating to customer service, including complaints handling

common forms of verifiable evidence that could be used to review customer satisfaction

customer service standards and protocols for serving customers, including customers with specific needs.

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.

Links

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10