BSBOPS203

This unit describes the skills and knowledge required to deliver 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.

The unit applies to those 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. Provide service to customers
  4. Process customer feedback

Upon successful completion of this unit, you will:

  • deliver a service to at least three different customers.

In the course of the above, you must:

  • greet the customer and establish rapport according to organisational requirements
  • identify customer needs using interpersonal skills
  • provide prompt service to address customer needs
  • 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.

Nominal hours = 40