Unit of competency Outline
Date retreived
22/07/2026 8:19 PM AWST
22/07/2026 8:19 PM 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.
Implement customer service standards
Implement customer service standards
Unit of competency
National Code
BSBCUS403A
BSBCUS403A
State Code
D0655
D0655
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
24/04/2014
Field of Education
080501 - Sales
Original Release Date
24/04/2014
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Contribute to quality customer service standards
- 1.1. Access, interpret, apply and monitor customer service standards in the workplace in accordance with organisational standards, policies and procedures
- 1.2. Make contributions to the development, refinement and improvement of customer service standards, policies and processes
2. Implement customer service systems
- 2.1. Encourage all personnel to consistently implement customer service systems
- 2.2. Review customer feedback in consultation with appropriate personnel and analyse when improving work practices
- 2.3. Identify customer service problems and make adjustments to ensure continued service quality
- 2.4. Communicate adjustments in service delivery to all those involved, within appropriate timeframes
- 2.5. Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards
3. Implement team customer service standards
- 3.1. Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience
- 3.2. Identify resources required to undertake team tasks while meeting required customer service levels
customers with routine or special requests
internal and external customers
people from a range of social, cultural or ethnic backgrounds
people who may be unwell, drug affected or emotionally distressed
people with varying physical and mental abilities
regular and new customers
continuous quality improvement cycle - plan/do/check/act
procedural manuals
product and service manuals, labels, instructions
quality systems, standards and guidelines
requirements for staff appearance and presentation
breakages or faults
damaged stock
delays in delivery of products or services
missing parts or components
poor service
provision of poor advice or information
internal and external customers
people from a range of social, cultural or ethnic backgrounds
people who may be unwell, drug affected or emotionally distressed
people with varying physical and mental abilities
regular and new customers
continuous quality improvement cycle - plan/do/check/act
procedural manuals
product and service manuals, labels, instructions
quality systems, standards and guidelines
requirements for staff appearance and presentation
breakages or faults
damaged stock
delays in delivery of products or services
missing parts or components
poor service
provision of poor advice or information
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identification of customer service system and standards with information about monitoring and support required to ensure compliance with standards
recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers
knowledge of customer service models.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace documents.
Method of assessment
The following assessment methods are appropriate for this unit:
analysis of responses to case studies and scenarios
assessment of written reports
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
observation of presentations
oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships
evaluation of documentation reviewing customer feedback
review of documentation identifying customer service problems
review of team and work activities plan.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCUS401A Coordinate implementation of customer service strategies
BSBCUS402A Address customer needs.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identification of customer service system and standards with information about monitoring and support required to ensure compliance with standards
recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers
knowledge of customer service models.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace documents.
Method of assessment
The following assessment methods are appropriate for this unit:
analysis of responses to case studies and scenarios
assessment of written reports
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
observation of presentations
oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships
evaluation of documentation reviewing customer feedback
review of documentation identifying customer service problems
review of team and work activities plan.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCUS401A Coordinate implementation of customer service strategies
BSBCUS402A Address customer needs.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C6985 | BSBCMN417A | Coordinate customer service activities | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8075 | BSBCUS403B | Implement customer service standards | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S709 | FNS41010 | Certificate IV in Banking Services | Qualification |
| S711 | FNS41210 | Certificate IV in Mobile Banking | Qualification |