BSBCUS201

This unit describes the skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.

It applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.

Topics:

  1. Establish contact with customers
  2. Identify customer needs
  3. Deliver service to customers
  4. Process customer feedback

Upon successful completion of this unit, you will:

  • greet customer and establish rapport/relationship in accordance with organisational requirements
  • identify customer needs using appropriate interpersonal skills
  • provide prompt service to address customer needs in accordance with organisational requirements
  • identify and follow up opportunities to increase the quality of service and products
  • respond to and record all customer feedback according to organisational standards, policies and procedures

Demonstrate knowledge of:

  • the key provisions of relevant legislation from all forms of government that apply to provision of customer services
  • workplace organisational policies and procedures relating to customer service and the customer service process

Nominal hours = 40 hours