Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBOPS203 Mapping and Delivery Guide
Deliver a service to customers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBOPS203 - Deliver a service to customers
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to deliver 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.The unit applies to those who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.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.

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

workplace documents, and organisational policies and procedures for customer service

examples of customer complaints and feedback.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
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
Elements of Competency Performance Criteria              
Element: Establish contact with customers
  • Greet customers according to organisational requirements
  • Share relevant information with customers
  • Identify and respond to specific customer requirements
  • Express interest in customer needs and develop rapport with customer
       
Element: Identify customer needs
  • Ask questions to identify customer needs
  • Assess customer needs for urgency and identify priorities for service delivery
  • Provide customer with information about available options
  • Assess limitations in addressing customer needs and seek assistance from designated persons, where required
       
Element: Provide service to customers
  • Confirm details of service and delivery with customer according to organisational requirements
  • Convey information regarding problems and delays, and followup within appropriate timeframes, where required
  • Identify opportunities to enhance the quality of service and products, and take action to improve the service
       
Element: Process customer feedback
  • Seek customer feedback and handle according to organisational and legislative requirements
  • Record feedback and communication between customer and the organisation according to organisational requirements
  • Identify any unmet customer needs and discuss suitability of alternative products or services
  • Encourage customers to maintain contact with organisation for future needs
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

deliver a service to at least three different customers.

In the course of the above, the candidate must:

greet the customer and establish rapport according to organisational requirements

identify customer needs using interpersonal skills

provide prompt service to address customer needs

identify and follow up opportunities to increase the quality of service and products

respond to and record all customer feedback according to organisational standards, policies and procedures.

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

key provisions of customer service legislation and consumer law

requirements for responding to the needs of customers from a diverse background

workplace organisational policies and procedures relating to customer service and the customer service process.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Greet customers according to organisational requirements 
Share relevant information with customers 
Identify and respond to specific customer requirements 
Express interest in customer needs and develop rapport with customer 
Ask questions to identify customer needs 
Assess customer needs for urgency and identify priorities for service delivery 
Provide customer with information about available options 
Assess limitations in addressing customer needs and seek assistance from designated persons, where required 
Confirm details of service and delivery with customer according to organisational requirements 
Convey information regarding problems and delays, and followup within appropriate timeframes, where required 
Identify opportunities to enhance the quality of service and products, and take action to improve the service 
Seek customer feedback and handle according to organisational and legislative requirements 
Record feedback and communication between customer and the organisation according to organisational requirements 
Identify any unmet customer needs and discuss suitability of alternative products or services 
Encourage customers to maintain contact with organisation for future needs 

Forms

Assessment Cover Sheet

BSBOPS203 - Deliver a service to customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBOPS203 - Deliver a service to customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: