BSBCUS501

Manage quality customer service

Release 2

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Participant Guide

Trainer Manual

Unit Information about the BSBCUS501 training material in this resource

Application

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.

Foundation skills

This unit contains foundation skills

Unit sector or competency field

Stakeholder Relations—Customer Service

Prerequisite, co-requisite or interdependent assessment of units

None specified.

Assessment conditions

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

  • business technology

  • 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.