Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCUS402 Mapping and Delivery Guide
Address customer needs
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | BSBCUS402 - Address customer needs |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.No licensing, legislative or certification requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. 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: office equipment and resources business technology organisational policies, procedures, quality systems, manuals and guidelines for customer management examples of products/services and promotional strategies 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. |
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Prerequisites/co-requisites | |||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Assist customer to articulate needs |
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Element: Satisfy complex customer needs |
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Element: Manage networks to ensure customer needs are addressed |
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