BSBCUS401 Coordinate implementation of customer service strategies

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

• 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

BSBWRT401 Write complex documents

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

BSBREL401 Establish networks

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

BSBLED401 Develop teams and individuals

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

BSBMKG413 Promote products and services

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

• 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

BSBPRO301 Recommend products and services

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

BSBRSK401 Identify risk and apply risk management processes

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

BSBMGT403 Implement continuous 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

BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements

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