Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCUS501 Mapping and Delivery Guide
Manage quality customer service
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | BSBCUS501 - Manage quality customer service |
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Description | |||
Employability Skills | |||
Learning Outcomes and 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.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: 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. |
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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: Plan to meet internal and external customer requirements |
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Element: Ensure delivery of quality products and services |
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Element: Monitor, adjust and review customer service |
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