Unit of competency Outline

Date retreived
22/07/2026 10:28 PM AWST

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Implement customer service standards

Implement customer service standards

Unit of competency
National Code
BSBCUS403
State Code
AUL59
TGA Status
Replaced
DTWD Status
Transition (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
30
Description
This unit describes the skills and knowledge required to contribute to quality customer service standards within an organisation. It applies to individuals who may be frontline managers, team leaders or supervisors who have responsibility for ensuring that customer service systems and customer service standards are implemented.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Contribute to quality customer service standards
  • 1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures
  • 1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes
2 Implement customer service systems
  • 2.1 Encourage all personnel to consistently implement customer service systems
  • 2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices
  • 2.3 Identify customer service problems and make adjustments to ensure continued service quality
  • 2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes
  • 2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards
3 Implement team customer service standards
  • 3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience
  • 3.2 Identify resources required to undertake team tasks while meeting required customer service levels
No information
No information
Replaces
State Code National Code Title Type
S8075 BSBCUS403B Implement customer service standards Unit of competency
Replaced By
State Code National Code Title Type
OCE82 BSBOPS404 Implement customer service strategies Unit of competency
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