Superseded by BSBOPS304 Deliver and monitor a service to customers
Application
This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.
It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Stakeholder Relations – Customer Service
Contains the following documents
Assessment Matrix (Mapping Document)
New Assessor Workbook/Guide (in MS Word Format)
New Cover Sheet
Learner Guide (in MS Word Format)
New Learner Evidence Document
Learner Workbook (in MS Word Format)
New Observation and Demonstration Checklists
New Session Plan (in MS Word Format)
PowerPoint presentation
Supporting documents:
Contextualisation guide
Training and assessment strategy (TAS)
RTO Materials statement of validation
Student validation survey
Work placement logbook
Workplace documentation
Workplace evidence
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