Manage quality customer service
Unit Information about the BSBCUS501 training material in this resource
This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.
Unit mapping information
This unit supersedes BSBCUS501C Manage quality customer service
Licensing, legislative, regulatory or certification requirements
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
This unit contains foundation skills
Unit sector or competency field
Stakeholder Relations—Customer Service
Prerequisite, co-requisite or interdependent assessment of units
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
legislation, regulations and codes of practice related to customer service
workplace documentation and resources
complex customer complaints
case studies and, where possible, real situations
interaction with others
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.