Unit of competency Outline

Date retreived
23/07/2026 2:14 AM AWST

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Implement customer service strategies

Implement customer service strategies

Unit of competency
National Code
BSBOPS404
State Code
OCE82
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
19/10/2020
View on TGA
State Implementation and Classification
Approved Date
16/03/2021
Field of Education
080501 - Sales
Original Release Date
16/03/2021
Nominal Hours
35
Description
This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.The unit applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems. Individuals may provide guidance or delegate work related tasks to others.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Advise on customer service needs
  • 1.1 Identify organisational customer service objectives and customer needs
  • 1.2 Assess and clarify customer requirements
  • 1.3 Identify and diagnose problems with service delivery
  • 1.4 Develop options to improve customer service delivery according to organisational requirements
  • 1.5 Provide recommendations to promote improvement of customer service delivery
2. Support implementation of customer service strategies
  • 2.1 Consult with relevant stakeholders to develop customer service strategies
  • 2.2 Assess customer service strategies and opportunities against customer service objectives
  • 2.3 Identify and allocate available budget resources to fulfil customer service objectives
  • 2.4 Action procedures to resolve customer difficulties and complaints according to organisational requirements
3. Evaluate and report on customer service
  • 3.1 Review stakeholder satisfaction with service delivery according to organisational requirements
  • 3.2 Identify and report changes necessary to meet customer service objectives
  • 3.3 Prepare conclusions and recommendations on future directions of client service strategies
  • 3.4 Monitor systems, records and reporting procedures for changes to customer satisfaction
No information
No information
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