Unit of competency Outline
Date retreived
22/07/2026 3:33 PM AWST
22/07/2026 3:33 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.
Deliver and monitor a service to customers
Deliver and monitor a service to customers
Unit of competency
National Code
BSBOPS304
BSBOPS304
State Code
OCF16
OCF16
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
16/03/2021
Field of Education
080501 - Sales
Original Release Date
16/03/2021
Nominal Hours
50
Description
This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.The unit applies to those who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify customer needs
- 1.1 Identify and clarify customer needs and expectations
- 1.2 Evaluate customer needs and determine priorities for service delivery according to organisational requirements
- 1.3 Inform customers about available choices for meeting their needs and assist selection of preferred options
- 1.4 Identify limitations in addressing customer needs and seek assistance from designated individuals, where required
2. Deliver a service to customers
- 2.1 Provide service to meet identified customer needs according to organisational and legislative requirements
- 2.2 Establish and maintain rapport with customers
- 2.3 Manage customer complaints according to organisational and legislative requirements
- 2.4 Provide assistance and respond to customers with specific needs according to organisational and legislative requirements
- 2.5 Identify and use available opportunities to promote and enhance services and products to customers
3. Evaluate customer service delivery
- 3.1 Review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements
- 3.2 Seek and respond to customer feedback according to organisational policies and procedures
- 3.3 Identify opportunities to enhance the quality of customer service
- 3.4 Document recommendations for customer service improvements
- 3.5 Submit recommendations to relevant personnel according to organisational policies and procedures
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUH21 | BSBINT304 | Assist in the international transfer of services | Unit of competency |
| AUI62 | BSBEDU303 | Assist with the provision of international education information | Unit of competency |
| AUM29 | BSBCUS301 | Deliver and monitor a service to customers | Unit of competency |
| AUH51 | BSBCUE309 | Develop product and service knowledge for customer engagement operation | Unit of competency |
| AUJ31 | BSBSLS407 | Identify and plan sales prospects | Unit of competency |
| AUJ26 | BSBINT303 | Organise the importing and exporting of goods | Unit of competency |