BSBCUS301 – Deliver and monitor a service to customers Copy
This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.
This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts.
This unit is broken up into three distinct sections. They are:
- Identify Customer Needs – First we will examine the process of establishing what it is that your customers need, as well as the interpersonal skills required of you as a service provider.
- Deliver a Service to Customers – Then we will examine the next step in the provision of services: taking the identified needs of your customers and delivering a service that they expect.
- Monitor and Report on Service Delivery – Finally we will examine how you can monitor the delivery of services that you provide to your customers.
At the conclusion of this training you will be asked to complete an assessment for thus unit of competency. The information contained in this resource will assist you to complete this task.
On conclusion of this unit of competency you will have demonstrated your ability to identify customers’ needs and monitor a service provided to customers.