BSBCUS301 – Summary Copy

BSBCUS301 – Summary Copy


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Customer service is crucial to almost all organisations. We all have customers, whether they are students, retail customers, other businesses, the general public, or the government. Because of the wide range of customers that a typical organisation may have, it is important that you are able to provide service that meets their specific needs.

Customer service involves three major steps:

1. Identify the needs of the customer – Determine exactly what it is that they want

2. Deliver the service – Using the expectations that you determined in stage one, deliver a service that meets with (or better yet exceeds) those needs

3. Monitor the service delivery.

Good customer service not only allows you to ensure that your current customers are kept happy, but it also allows you to grow your business – a happy customer will tell others!


These are some books that we feel may be of assistance to you in completing the Assessment for this unit of competency. Your local library may hold these publications.

Albright, S. (1997) The Complete Idiots Guide to Customer Service
Leland, K. (2000) Customer Service for Dummies
Timm, P.R. (2002) Customer Service: Career Success Through Customer Satisfaction

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