Unit of competency Outline

Date retreived
22/07/2026 3:04 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Manage quality customer service

Manage quality customer service

Unit of competency
National Code
BSBCUS501
State Code
AUM47
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
2.00
Current Release Date
14/01/2016
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080501 - Sales
Original Release Date
15/09/2015
Nominal Hours
50
Description
This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Plan to meet internal and external customer requirements
  • 1.1 Investigate, identify, assess, and include the needs of customers in planning processes
  • 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers
2 Ensure delivery of quality products and services
  • 2.1 Deliver products and services to customer specifications within organisation’s business plan
  • 2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards
  • 2.3 Help colleagues overcome difficulties in meeting customer service standards
3 Monitor, adjust and review customer service
  • 3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards
  • 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services
  • 3.3 Develop, procure and use resources effectively to provide quality products and services to customers
  • 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
  • 3.5 Manage records, reports and recommendations within the organisation’s systems and processes
No information
No information
Replaces
State Code National Code Title Type
S8076 BSBCUS501C Manage quality customer service Unit of competency
Replaced By
State Code National Code Title Type
OCE37 BSBOPS505 Manage organisational customer service Unit of competency
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