Unit of competency Outline
Date retreived
22/07/2026 7:29 AM AWST
22/07/2026 7:29 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.
Manage quality customer service
Manage quality customer service
Unit of competency
National Code
BSBCUS501B
BSBCUS501B
State Code
WB896
WB896
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
07/10/2014
Field of Education
080501 - Sales
Original Release Date
07/10/2014
Nominal Hours
50
Description
This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Plan to meet internal and external customer requirements
- 1.1. Investigate, identify, assess, and include the needs of customers in planning processes
- 1.2. Ensure plans achieve the quality, time and cost specifications agreed with customers
2. Ensure delivery of quality products and/or services
- 2.1. Deliver products and/or services to customer specifications within organisation's business plan
- 2.2. Monitor team performance to consistently meet the organisation's quality and delivery standards
- 2.3. Assist colleagues to overcome difficulty in meeting customer service standards
3. Monitor, adjust and review customer service
- 3.1. Develop and use strategies to monitor progress in achieving product and/or service targets and standards
- 3.2. Develop and use strategies to obtain customer feedback to improve the provision of products and/or services
- 3.3. Develop, procure and use resources effectively to provide quality products and/or services to customers
- 3.4. Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups
- 3.5. Manage records, reports and recommendations within the organisation's systems and processes
Board members
clients, purchasers of services
co-workers, peers and fellow frontline managers
members of the general public who make contact with the organisation, such as prospective purchasers of services
potential funding bodies
supervisors
suppliers of goods and services and contractors providing goods and services
characteristics of a product, system, service or process that meet the requirements of customers and interested parties
databases and other controls to record and compare data over time
electronic feedback mechanisms using intranet, internet and email
feedback forms and other devices to enable communication from customers
long-term or short-term plans for monitoring achievement and evaluating effectiveness
policies and procedures
questionnaires, survey and interviews
training and development activities
buildings/facilities
equipment
finance
information
people
power/energy
technology
time
clients, purchasers of services
co-workers, peers and fellow frontline managers
members of the general public who make contact with the organisation, such as prospective purchasers of services
potential funding bodies
supervisors
suppliers of goods and services and contractors providing goods and services
characteristics of a product, system, service or process that meet the requirements of customers and interested parties
databases and other controls to record and compare data over time
electronic feedback mechanisms using intranet, internet and email
feedback forms and other devices to enable communication from customers
long-term or short-term plans for monitoring achievement and evaluating effectiveness
policies and procedures
questionnaires, survey and interviews
training and development activities
buildings/facilities
equipment
finance
information
people
power/energy
technology
time
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
plans, policies or procedures for delivering quality customer service
demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service
knowledge of techniques for solving complaints.
Context of and specific resources for assessment
Assessment must ensure:
access to appropriate documentation and resources normally used in the workplace.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
assessment of written reports
demonstration of techniques
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
observation of performance in role plays
evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards
review of strategies developed and used to monitor progress in achieving product and/or service targets and standards
review of records, reports and recommendations about managing customer service.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other units from the Diploma of Management.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
plans, policies or procedures for delivering quality customer service
demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service
knowledge of techniques for solving complaints.
Context of and specific resources for assessment
Assessment must ensure:
access to appropriate documentation and resources normally used in the workplace.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
assessment of written reports
demonstration of techniques
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
observation of performance in role plays
evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards
review of strategies developed and used to monitor progress in achieving product and/or service targets and standards
review of records, reports and recommendations about managing customer service.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other units from the Diploma of Management.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0656 | BSBCUS501A | Manage quality customer service | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8076 | BSBCUS501C | Manage quality customer service | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S487 | FPI50105 | Diploma of Forest and Forest Products | Qualification |
| D697 | CUL50111 | Diploma of Library and Information Services | Qualification |
| S675 | FPI50410 | Diploma of Timber Truss and Frame Design | Qualification |
| D771 | CPP50811 | Diploma of Waste Management | Qualification |