Unit of competency Outline

Date retreived
23/07/2026 6:42 PM AWST

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Work effectively in customer engagement

Work effectively in customer engagement

Unit of competency
National Code
BSBCUE307
State Code
AUL33
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080509 - Public Relations
Original Release Date
15/09/2015
Nominal Hours
35
Description
This unit describes the skills and knowledge required to conduct customer engagement operations. It requires an understanding of organisational requirements, expectations, policies and procedures.It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Identify requirements of customer engagement role
  • 1.1 Identify specific customer engagement operations and relate these in industry-wide context
  • 1.2 Identify role of customer engagement in relation to the organisation
  • 1.3 Identify personal customer engagement role and operations
  • 1.4 Relate personal operations to organisation’s customer engagement objectives
  • 1.5 Identify major components of customer engagement infrastructure
  • 1.6 Relate personal operations to customer engagement infrastructure
2 Manage personal performance
  • 2.1 Use available resources, systems and support effectively
  • 2.2 Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures
  • 2.3 Comply with organisational, regulatory and legislative requirements
  • 2.4 Identify personal performance requirements and expectations and adopt strategies to achieve them
  • 2.5 Identify and participate in performance management and development processes
3 Maintain a professional approach to employment
  • 3.1 Display a positive and ethical approach to employment and role
  • 3.2 Identify realistic short and long-term career objectives
  • 3.3 Relate personal capabilities to current role and career objectives
  • 3.4 Identify strategies for projecting a professional image in current role
  • 3.5 Contribute to promotion of the organisation and its staff, to customers
4 Participate in a workplace team
  • 4.1 Identify team member roles and team structure and interact cooperatively with team members
  • 4.2 Recognise, acknowledge and contribute to formation and achievement of team objectives
  • 4.3 Recognise and respond positively to conflict within team
  • 4.4 Provide feedback to enhance team performance
No information
No information
Replaces
State Code National Code Title Type
S8048 BSBCCO307A Work effectively in customer contact Unit of competency
Replaced By
State Code National Code Title Type
OCE29 BSBOPS202 Engage with customers Unit of competency