Unit of competency Outline

Date retreived
22/07/2026 7:29 AM AWST

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Conduct customer engagement

Conduct customer engagement

Unit of competency
National Code
BSBCUE203
State Code
AUJ37
TGA Status
Replaced
DTWD Status
Transition (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
100
Description
This unit describes the skills and knowledge required to respond effectively to customer engagement while complying with requirements and using a variety of communication methods.It applies to individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge and who work under 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 Prepare for customer engagement
  • 1.1 Obtain and study product or service details relating to customer engagement
  • 1.2 Study prepared engagement guides or scripts
  • 1.3 Locate sources of information that may be required to develop product and service expertise
  • 1.4 Develop an understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs)
  • 1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement
  • 1.6 Clarify details as required with relevant personnel
2 Provide quality service in response to customer queries
  • 2.1 Use technology to respond to customer queries
  • 2.2 Greet customer according to enterprise protocol and encompass cultural diversity
  • 2.3 Establish and clarify customer needs
  • 2.4 Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and need to refer customer elsewhere
  • 2.5 Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution
  • 2.6 Treat customer with respect and courtesy, and enhance and develop customer loyalty
  • 2.7 Complete followup action according to engagement escalation policy, timeframes, business rules and practices, and in line with customer expectations
3 Arrange provision of product or service
  • 3.1 Respond appropriately to customer requirements and identify relevant options
  • 3.2 Select appropriate product or service in consultation with customer
  • 3.3 Agree actions or orders with customer giving consideration to maximising value and service delivery to customer
  • 3.4 Consider customer retention options that can be applied to engagement
  • 3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive
4 Respond to customer enquiries
  • 4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
  • 4.2 Escalate enquiries or orders that cannot be satisfied immediately
  • 4.3 Supply followup information to customer as required and in a timely manner
  • 4.4 Observe organisational regulations and standards throughout transaction
  • 4.5 Record details of engagement according to policy
  • 4.6 Record and report difficulties not escalated but that may present an opportunity for continuous improvement
No information
No information
Replaces
State Code National Code Title Type
S8039 BSBCCO203A Conduct customer contact Unit of competency
Replaced By
State Code National Code Title Type
OCE29 BSBOPS202 Engage with customers Unit of competency