Unit of competency Outline
Date retreived
22/07/2026 1:25 PM AWST
22/07/2026 1:25 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.
Implement customer service standards
Implement customer service standards
Unit of competency
National Code
BSBCUS403B
BSBCUS403B
State Code
S8075
S8075
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
080501 - Sales
Original Release Date
29/07/2014
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation. Operators undertaking this unit would have a detailed knowledge of, and experience in, customer service systems and procedures.
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
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customers may include:
customers with routine or special requests
internal and external customers
people from a range of social, cultural or ethnic backgrounds
people who may be unwell, drug affected or emotionally distressed
people with varying physical and mental abilities
regular and new customers.
Organisational standards, policies and procedures may include:
continuous quality improvement cycle - plan/do/check/act
procedural manuals
product and service manuals, labels, instructions
quality systems, standards and guidelines
requirements for staff appearance and presentation.
Customer service problems may include:
breakages or faults
damaged stock
delays in delivery of products or services
missing parts or components
poor service
provision of poor advice or information.
Customers may include:
customers with routine or special requests
internal and external customers
people from a range of social, cultural or ethnic backgrounds
people who may be unwell, drug affected or emotionally distressed
people with varying physical and mental abilities
regular and new customers.
Organisational standards, policies and procedures may include:
continuous quality improvement cycle - plan/do/check/act
procedural manuals
product and service manuals, labels, instructions
quality systems, standards and guidelines
requirements for staff appearance and presentation.
Customer service problems may include:
breakages or faults
damaged stock
delays in delivery of products or services
missing parts or components
poor service
provision of poor advice or information.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
compliance with customer service system and standards
recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers
knowledge of customer service models.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace documents.
Method of assessment
The following assessment methods are appropriate for this unit:
analysis of responses to case studies and scenarios
assessment of written reports
direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate
observation of presentations
oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships
evaluation of documentation reviewing customer feedback
review of documentation identifying customer service problems
review of team and work activities plan.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
compliance with customer service system and standards
recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers
knowledge of customer service models.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace documents.
Method of assessment
The following assessment methods are appropriate for this unit:
analysis of responses to case studies and scenarios
assessment of written reports
direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate
observation of presentations
oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships
evaluation of documentation reviewing customer feedback
review of documentation identifying customer service problems
review of team and work activities plan.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0655 | BSBCUS403A | Implement customer service standards | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUL59 | BSBCUS403 | Implement customer service standards | Unit of competency |