Unit of competency Outline

Date retreived
23/07/2026 5:18 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.

Deliver a service to customers

Deliver a service to customers

Unit of competency
National Code
BSBCUS201A
State Code
D0651
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
24/09/2008
View on TGA
State Implementation and Classification
Approved Date
08/03/2012
Field of Education
080501 - Sales
Original Release Date
08/03/2012
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Establish contact with customers
  • 1.1. Acknowledge and greet customer in a professional, courteous and concise manner according to organisational requirements
  • 1.2. Maintain personal dress and presentation in line with organisational requirements
  • 1.3. Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
  • 1.4. Maintain sensitivity to customer specific needs and any cultural, family and individual differences
  • 1.5. Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements
2. Identify customer needs
  • 2.1. Use appropriate questioning and active listening to determine customer needs
  • 2.2. Assess customer needs for urgency to identify priorities for service delivery
  • 2.3. Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s
  • 2.4. Identify personal limitations in addressing customer needs and seek assistance from designated persons where required
3. Deliver service to customers
  • 3.1. Provide prompt customer service to meet identified needs according to organisational requirements
  • 3.2. Provide information regarding problems and delays, and follow-up within appropriate timeframes as necessary
  • 3.3. Communicate with customers in a clear, concise and courteous manner
  • 3.4. Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible
4. Process customer feedback
  • 4.1. Promptly recognise customer feedback and handle sensitively according to organisational requirements
  • 4.2. Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures
  • 4.3. Identify any unmet customer needs and discuss suitability of other products/services
  • 4.4. Support customers to make contact with other services according to organisational policies and procedures
contacts from other organisations
external customers
internal customers
members of the public
patients
service users

access and equity principles and practice
anti-discrimination and related policy
following OHS procedures for dealing with customers
legal and organisational policies, guidelines and requirements
quality and continuous improvement processes and standards
quality assurance and/or procedures manual

listening actively to what the customer is communicating
providing an opportunity for the customer to confirm their request
questioning to clarify and confirm customer needs
seeking feedback from the customer to confirm understanding of needs
summarising and paraphrasing to check understanding of customer's message
using appropriate body language

manager, supervisor or team leader
more experienced personnel with specific knowledge or information
staff from other work areas with particular product or service knowledge

advice about warranties, guarantees or support services
packaging options
pricing options
procedures for delivery of goods or service
provision of product knowledge
systems for recording complaints

damaged goods or delivery problems
delays
invoicing errors
quality of customer service
quality of service provision

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

demonstrating all stages of customer service interactions
responding to customer feedback
demonstrating a range of interpersonal skills
knowledge of relevant legislation.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment
access to office equipment and resources
examples of customer complaints and policies relating to customer service.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
oral or written questioning to assess knowledge of customer service and communication techniques
review of information provided to customers about problems and delays, and customer follow-up
review of documentation recording feedback and communication between customers and the organisation.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

sales units
other customer service units.

Replaces
State Code National Code Title Type
C6972 BSBCMN216A Create customer relationship Unit of competency
C3528 BSBCMN208A Deliver a service to customers Unit of competency
C6973 BSBCMN217A Process customer feedback Unit of competency
C3529 BSBCMN209A Provide information to clients Unit of competency
Replaced By
State Code National Code Title Type
S8071 BSBCUS201B Deliver a service to customers Unit of competency