BSBCUS402 Address customer needs
This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.
It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.
Topics:
- Assist customer to articulate needs
- Satisfy complex customer needs
- Manage networks to ensure customer needs are addressed
Upon successful completion of this unit, you will:
- communicate effectively with customers including:
- helping customers to articulate their needs and evaluate options
- explaining products/services and how they match customer needs
- establishing regular communication
- explaining customer rights and responsibilities
- address customer's needs
- use organisational procedures to document customer satisfaction
- develop and maintain networks to support meeting customer needs
- identify potential difficulties in meeting customer needs and taking appropriate action
Demonstrate knowledge of:
- organisational procedures and standards for establishing and maintaining customer service relationships
- informed consent
- consumer rights and responsibilities
- establish effective regular communication with customers
- details of products or services including with reference to:
- possible alternative products and services
- variations within a limited product and service range
Nominal hours = 50 hours
BSBCUS401 Coordinate implementation of customer service strategies
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.
Topics:
- Advise on customer service needs
- Support implementation of customer service strategies
- Evaluate and report on customer service
Upon successful completion of this unit, you will:
- identify the needs and priorities of the organisation in delivering services to customers
- diagnose problems in delivery of customer service
- respond to and report on customer feedback and complaints
- review client satisfaction using verifiable data
- consult and communicate effectively with relevant people
- develop and implement strategies and methods to improve customer service delivery including:
- budgeting
- promotion to staff
- documentation and follow up
Demonstrate knowledge of:
- principles of customer service
- sources of information and techniques for identifying customer needs and reviewing customer satisfaction
- organisational business structure, products and services related to customer service
- product and service standards and best practice models
Nominal hours = 40 hours
BSBMKG413 Promote products and services
This unit describes the skills and knowledge required to coordinate and review the promotion of an organisation’s products and services.
It applies to individuals with a broad knowledge of the promotion of products and services specific to an organisation. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.
Topics:
- Plan promotional activities
- Coordinate promotional activities
- Review and report on promotional activities
Upon successful completion of this unit, you will:
- identify the context for the promotional activities including:
- relevant legislation/regulations
- organisation's goals, objectives, systems, policies and procedures
- budget and timelines
- marketing needs and, if defined, marketing plans
- objectives of the promotional activities
- consult with relevant stakeholders to plan promotional activities to meet objectives, budget and timelines
- coordinate promotional activities including:
- allocation of personnel, roles and responsibilities
- sourcing other resources and promotional products as appropriate
- use of networks and relationships
- analyse feedback and data to evaluate the effectiveness of planning processes and promotional activities and make recommendations on future directions of promotional activities
Demonstrate knowledge of:
- the legislative and regulatory context of the organisation as relevant to the marketing plan
- the planning processes for organising promotional activities
- the organisation's marketing objectives and how they support the overall business objectives
- how common promotional activities could be used to support the marketing objectives with reference to:
- advertising
- client functions
- employee functions
- media announcements
- product launches
- web pages
Nominal Hours: 40
BSBPRO301 Recommend products and services
This unit describes the skills and knowledge required to provide advice and information within an organisation about the development and distribution of its products and services.
It applies to individuals who apply a broad range of administrative competencies in varied work contexts, using some discretion and judgement and who may provide technical advice and support to a team.
Topics:
- Develop and maintain knowledge of products and services
- Recommend products and services
- Advise on promotional activities
Upon successful completion of this unit, you will:
- use appropriate sources to document accurate information about the organisation's products and services
- prepare and provide advice about products and services according to organisational requirements
- evaluate promotional activities including consideration of:
- whether promotional materials meet organisational requirements
- actual costs against budget
- customer feedback
Demonstrate knowledge of:
- authoritative sources of information about the organisation's products and services
- the organisation's products and services
- the policies and procedures that apply when providing advice or recommendations about products and services
- organisational promotional activities
- methods used to gather verifiable customer feedback about products and services
- how and why customer feedback is analysed
Nominal Hours: 20
BSBWRT401 Write complex documents
This unit describes the skills and knowledge required to plan documents, draft text, prepare final text and produce documents of some complexity.
It applies to individuals who work in a range of business environments and are skilled in the creation of reports, information and general promotion documents that are more complex than basic correspondence, memos or forms and that require review and analysis of a range of information sources.
Topics:
- Plan documents
- Draft text
- Prepare final text
- Produce document
Upon successful completion of this unit, you will:
- plan, draft and finalise complex documents that require review and analysis of a range of information sources
- use business technology to apply formatting, and incorporate graphics
- edit the draft text to ensure accuracy and clarity of information, obtain feedback on the draft and revise the draft, apply the enterprise style guide/house style
Demonstrate knowledge of:
- enterprise style guide/house style
- formatting styles and their impact on formatting, readability and appearance of documents
- rules and conventions for written English, as defined by general and specialist sources
Nominal Hours: 50
BSBREL401 Establish networks
This unit describes the skills and knowledge required to develop and maintain effective work relationships and networks through relationship building and negotiation skills required by workers within an organisation as well as freelance or contract workers.
It applies to individuals with a broad knowledge of networking and negotiation who contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They may have responsibility to provide guidance or to delegate aspects of tasks to others.
Topics:
- Develop and maintain business networks
- Establish and maintain business relationships
- Promote the relationship
Upon successful completion of this unit, you will:
- identify and use networking opportunities
- maintain records of relevant contacts
- use written and verbal communication skills to establish, cultivate and promote professional business relationships
- use feedback to improve promotional activities
Demonstrate knowledge of:
- strategies for establishing and maintaining business relationships
- relevant networks, organisations, agencies, associations or individuals
- the principles and techniques needed to negotiate positive outcomes
- client or organisational policies, plans and procedures relevant to business relationships
- methods for obtaining feedback on promotional activities
Nominal Hours: 35
BSBLED401 Develop teams and individuals
This unit describes the skills and knowledge required to determine individual and team development needs and to facilitate the development of the workgroup.
It applies to individuals with a broad knowledge of learning and development who apply their skills in addressing development needs to meet team objectives. They may have responsibility to provide guidance or to delegate aspects of tasks to others.
Topics:
- Determine development needs
- Develop individuals and teams
- Monitor and evaluate workplace learning
Upon successful completion of this unit, you will:
- systematically identify and implement learning opportunities for others
- collect feedback on team and individual performance
- give and receive feedback from team members to encourage participation in and effectiveness of the team
- collaboratively develop learning plans to match skill needs of individuals and groups
- provide mentoring and coaching assistance to teams and individuals
- monitor and review workplace learning
Demonstrate knowledge of:
- describe facilitation techniques to encourage team development and improvement
- outline organisational policies, plans and procedures for developing teams
- identify career paths and competency standards relevant to the industry
Nominal Hours: 40
BSBRSK401 Identify risk and apply risk management processes
This unit describes the skills and knowledge required to identify risks and to apply established risk management processes to a defined area of operations that are within the responsibilities and obligations of the role.
It applies to individuals with a broad knowledge of risk analysis or project management who contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.
In this unit, risks applicable within own work responsibilities and area of operation, may include projects being undertaken individually or by a team, or operations within a section of the organisation.
Topics:
- Identify risks
- Analyse and evaluate risks
- Treat risks
- Monitor and review effectiveness of risk treatment/s
Upon successful completion of this unit, you will:
- identify risks
- consult with relevant stakeholders to analyse and evaluate risks
- identify and evaluate control measures
- develop and implement treatment plans for own area or responsibility
- refer risks that are beyond own area of responsibility to others
- maintain risk management documentation
Demonstrate knowledge of:
- techniques for identifying and evaluating risks
- organisational policies, procedures or processes for risk management
- areas where risks are commonly identified in an organisation
- the purpose and key elements of current risk management standards
- the legislative and regulatory context of the organisation in relation to risk management
- the organisation’s auditing requirements relating to risk management
Nominal Hours: 50
BSBMGT403 Implement continuous improvement
This unit describes the skills and knowledge required to implement the organisation’s continuous improvement systems and processes. It covers using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.
It applies to managers who have an active role in implementing the continuous improvement process to achieve the organisation's objectives. Their position is closely associated with the creation and delivery of products and services which means that they have an important role in influencing the ongoing development of the organisation.
At this level, work will normally be carried out within routine and non-routine methods and procedures, which require planning, evaluation, leadership and guidance of others.
Topics:
- Implement continuous improvement systems and processes
- Monitor and review performance
- Provide opportunities for further improvement
Upon successful completion of this unit, you will:
- implement continuous improvement systems and provide mentoring and coaching support to enable individuals and teams to participate in decisions, take responsibility, show initiative and implement improvement processes
- implement processes to inform team members about savings and productivity/service improvements achievements
- communicate effectively to support the continuous improvement system and implementation of improvements
- apply continuous improvement to customer services including internal and external customers
- implement, monitor and adjust improvement plans, processes and procedures to improve performance
- document performance to identify further opportunities for improvement
- manage records and reports within the organisation's systems and procedures
Demonstrate knowledge of:
- continuous improvement processes
- typical areas of need for coaching and mentoring to support continuous improvement
- how change management techniques can support continuous improvement and initiative
- the organisation's systems and data that can be used for benchmarking and monitoring performance for continuous improvement
Nominal Hours: 40
BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements
This unit describes the skills and knowledge required to implement and monitor an organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area in order to meet legislative requirements.
It applies to individuals with supervisory responsibilities for implementing and monitoring the organisation’s WHS policies, procedures and programs in a work area. These individuals have a broad knowledge of WHS policies and contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They provide supervision and guidance to others and have limited responsibility for the output of others.
Topics:
- Provide information to the work team about WHS policies and procedures
- Implement and monitor participation arrangements for managing WHS
- Implement and monitor organisational procedures for providing WHS training
- Implement and monitor organisational procedures and legal requirements for identifying hazards and assessing and controlling risks
- Implement and monitor organisational procedures for maintaining WHS records for the team
Upon successful completion of this unit, you will:
- explain clearly and accurately to work team the relevant work health and safety (WHS) information including:
- WHS legislative and organisational requirements
- identified hazards and outcomes of risk assessment and control
- ensure that the team has access to information about WHS policies, procedures and programs in appropriate structure and language
- implement and monitor procedures according to organisational and legislative WHS requirements including:
- consultation and communications to enable team members to participate in managing WHS risks and hazards
- identifying WHS training needs and providing learning opportunities, coaching and mentoring as appropriate to needs
- identifying, reporting and taking action on WHS hazards and risks
- identifying and reporting inadequacies in existing risk controls and monitoring outcomes to ensure a prompt organisational response
- reporting on the cost of WHS training
- keeping WHS records
- analysing aggregate WHS data to identify hazards and monitor risk control procedures in work area
Demonstrate knowledge of:
- legal responsibilities and duties of managers, supervisors, persons conducting businesses or undertakings (PCBUs) and workers in relation to WHS risk management in the workplace
- key provisions of relevant WHS Acts, regulations and codes of practice that apply to the business and outline how they apply in the work area
- organisational policies and procedures relating to hazard identification, risk management, fire, emergency and evacuation, incident investigation and reporting
- importance of effective consultation mechanisms in managing health and safety risks in the workplace
- how the hierarchy of control applies in the work area
Nominal Hours: 50
