Unit of competency Outline
Date retreived
22/07/2026 4:59 AM AWST
22/07/2026 4:59 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.
Deliver and monitor a service to customers
Deliver and monitor a service to customers
Unit of competency
National Code
BSBCUS301
BSBCUS301
State Code
AUM29
AUM29
TGA Status
Replaced
Replaced
DTWD Status
Transition (Replaced)
Transition (Replaced)
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080501 - Sales
Original Release Date
15/09/2015
Nominal Hours
40
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. It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to 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 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
- 1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements
- 1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
- 1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
2 Deliver a service to customers
- 2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements
- 2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
- 2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements
- 2.4 Provide assistance or 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 Monitor and report on service delivery
- 3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements
- 3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements
- 3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
- 3.4 Regularly seek customer feedback and use to improve the provision of products and services
- 3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8072 | BSBCUS301B | Deliver and monitor a service to customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| OCF16 | BSBOPS304 | Deliver and monitor a service to customers | Unit of competency |