Unit Overview
Unit Title
BSBOPS505 – Manage organisational customer service
Unit Purpose
This unit describes the skills and knowledge required to develop strategies to manage organisation systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
Prerequisites
There are no pre-requisites for this unit
Content
Section 1: Establish customer requirements
Section 2: Deliver quality products and services
Section 3: Evaluate customer service
Resources/Readings
Readings A – G are located in the associated Readings section.
Suggested Hours
Although everyone will work at their own pace, we suggest you allow approximately 40 hours to complete this unit competently, including seminars, tutorials, assignments and skills demonstration activities
Timeframe
The recommended time frame for this unit is 4 weeks.
Assessment
This unit will be assessed by completing the BSBOPS505 Assessment Book and an associated practical assessment and work placement.
How to Use This Module
This module and associated Readings contain all of the information that you need to complete the assessment tasks associated with this unit. You must read through all of the information provided (both the module and associated Readings) before attempting the assessment tasks.
Throughout this module there are a few coloured boxes used to help you. These include:
Tip
This is used to indicate the presence of tips or additional instructions that may assist you as you work through this module. They are designed to help you expand your knowledge and skills and deepen your understanding of how concepts and practices are applied in workplaces.
Reading
You will find these throughout the module. They indicate that a particular Reading contains additional information on the topic that is being discussed at that point.
Reflect
This indicates a self-reflection question. You are not required to submit answers to these questions. They are designed to get you thinking more about the topic and to consider key points in order to aid your understanding.
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Upon completion of this unit, you should be able to:
| Element | |
|---|---|
| 1. Establish customer service | 1.1 Consult with customers to identify customer service requirements 1.2 Integrate customer feedback into organisation’s business plan 1.3 Identify and procure resources required to address customer service requirement |
| 2. Delivery quality products and services | 2.1 Deliver product and service according to customer specification within organisation’s business plan 2.2 Monitor team performance and assess against the organisation’s quality and delivery standards 2.3 Support challenges to overcome difficulties in meeting customer service standards |
| 3. Evaluate customer service | 3.1 Develop and use strategies for monitoring progress against product and service targets and standards 3.2 Develop and use strategies for obtaining customer feedback on provision of product and service 3.3 Adapt delivery of customer product and service in consultation with relevant individuals and groups 3.4 Manage records, reports and recommendations within the organisation’s systems and processes. |
Knowledge Evidence
The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks, and manage contingencies in the context of the work role. This includes knowledge of:
- Legislative and regulatory frameworks governing customer service
- Elements of effective customer service including quality, time and cost
- Organisational policies and procedures for customer service and handling customer complaints
- Relevant standards and best practice models
- Key principles of public relations and product promotion
- Common techniques for solving complaints
- Principles and techniques involved in managing:
- Customer behaviour
- Specific customer needs
- Customer research
- Customer relations
- Ongoing product and service quality
- Problem identification and resolution
- Quality customer service delivery
- Record keeping and management methods
- Strategies for monitoring, managing and introducing ways to improve customer service relationships
- Strategies to obtain customer feedback
Performance Evidence
The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks, and manage contingencies in the context of the job role. There must be evidence that the candidate has:
- Develop and review strategy for delivering and monitoring quality customer service for an organisation or work area:
- implement quality customer service policies and procedures
- identify and resolve system problems relating to poor customer service
- assist teams to meet customer service requirements
- develop, procure and use human and physical resources to support quality customer service delivery
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. The unit applies to individuals who supervise customer service provided by others within an organisation. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.
Overview of Sections
Section 1: Establishing Customer Requirements
In this section you will learn about the components of customer service and discover why excellent customer service is critical for an organisation’s reputation and success. You will also learn how the role of a Customer Service Manager or Team Leader is involved with planning and leading a team to achieve excellent customer service.
Section 2: Delivering Quality Products and Services
In this section you will learn about the importance of delivering products and services to quality specifications. You will also learn how to monitor team performance to consistently meet the organisation’s quality and delivery standards. Strategies to assist colleagues to overcome difficulty in meeting customer service standards will also be explored.
Section 3: Evaluating Customer Service
In this section you will learn how to gather customer feedback, how to overcome customer problems, and how to manage customer service records. Consideration will also be given to how to review an organisation’s existing systems and processes and how to effectively implement new customer service standards.
