Unit of competency Outline

Date retreived
23/07/2026 4:43 AM AWST

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Prepare for work in a customer engagement environment

Prepare for work in a customer engagement environment

Unit of competency
National Code
BSBCUE205
State Code
AUI19
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
40
Description
This unit describes the skills and knowledge required to participate in customer engagement operations, including defining the requirements and expectations of the organisation.It applies to individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge, working under direct supervision.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Relate own role to customer engagement operations
  • 1.1 Identify specific customer engagement operations and relate these to the industry-wide context
  • 1.2 Identify how customer contact activity contributes to the organisation’s goals
  • 1.3 Identify personal customer engagement role and operations
  • 1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives
  • 1.5 Identify the major components of the customer engagement infrastructure
  • 1.6 Relate personal operations to customer engagement infrastructure
2 Reflect on personal performance
  • 2.1 Recognise and use available resources and support effectively
  • 2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure
  • 2.3 Comply with regulatory and legislative requirements
  • 2.4 Identify personal performance requirements and expectations
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 longterm 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 the promotion of the centre, organisation and its staff to customers
4 Participate in a workplace team
  • 4.1 Identify team member roles and team structure
  • 4.2 Interact cooperatively with team members
No information
No information
Replaces
State Code National Code Title Type
S8041 BSBCCO205A Prepare for work in a customer contact environment Unit of competency
Replaced By
State Code National Code Title Type
OCE29 BSBOPS202 Engage with customers Unit of competency
State Code National Code Title Type
AC887 BSBSS00034 Basic Customer Engagement Skill Set Skill set
AVQ9 BSB20215 Certificate II in Customer Engagement Qualification