BSBCUS401

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:

  1. Advise on customer service needs
  2. Support implementation of customer service strategies
  3. 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