Unit of competency Outline
Date retreived
22/07/2026 6:07 AM AWST
22/07/2026 6:07 AM 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.
Coordinate implementation of customer service strategies
Coordinate implementation of customer service strategies
Unit of competency
National Code
BSBCUS401
BSBCUS401
State Code
AUK67
AUK67
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
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 advise, carry out and evaluate customer service strategies.It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who 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 Clarify and accurately assess customer needs using appropriate communication techniques
- 1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
- 1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery
- 1.4 Use business technology and/or online services to structure and present information on customer service needs
2 Support implementation of customer service strategies
- 2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups
- 2.2 Identify and allocate available budget resources to fulfil customer service objectives
- 2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
- 2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
3 Evaluate and report on customer service
- 3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
- 3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups
- 3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
- 3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8073 | BSBCUS401B | Coordinate implementation of customer service strategies | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| OCE82 | BSBOPS404 | Implement customer service strategies | Unit of competency |