Unit of competency Outline

Date retreived
22/07/2026 10:53 AM AWST

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Engage with customers

Engage with customers

Unit of competency
National Code
BSBOPS202
State Code
OCE29
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
19/10/2020
View on TGA
State Implementation and Classification
Approved Date
16/03/2021
Field of Education
080509 - Public Relations
Original Release Date
16/03/2021
Nominal Hours
90
Description
This unit describes the skills and knowledge required to participate effectively in customer engagement, including complying with organisational requirements and using a variety of communication methods.The unit applies to those 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. Establish customer demands
  • 1.1 Identify personal targets and key performance indicators (KPIs) for customer engagement according to organisational policy and procedures
  • 1.2 Identify and confirm customer requirements
  • 1.3 Identify options to meet customer expectations according to organisational policies and procedures
  • 1.4 Adapt options to customer requirements according to organisational policies
2. Provide customer service
  • 2.1 Select product or service in consultation with customer
  • 2.2 Explain relevant information and actions to customer and confirm all details
  • 2.3 Action customer orders and escalate queries that cannot be immediately satisfied according to organisational policies and procedures
  • 2.4 Record details of engagement according to organisational policy
3. Finalise customer engagement
  • 3.1 Supply followup information to customer according to organisational policies and procedures
  • 3.2 Evaluate compliance with organisational policies and procedures
  • 3.3 Seek customer feedback and identify opportunities to enhance service on future engagements
  • 3.4 Record and report opportunities for continuous improvement
No information
No information