About this Unit
This unit is designed to teach you how to plan and monitor customer service in order to ensure quality. You will learn about specific organisational systems and practices that business managers can use to ensure that products and services are delivered and maintained to the standards agreed by the organisation.
Overview of Sections
Section 1: Planning Quality Customer Service
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: Ensuring the Delivery of Quality Customer Service
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: Monitoring, Adjusting and Reviewing 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.
Unit Title
BSBCUS501 – Manage Quality Customer Service
Unit Purpose
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 organization.
Prerequisites
There are no pre-requisites for this unit
Content
- Planning quality customer service
- Ensuring the delivery of quality customer service
- Monitoring, adjusting and reviewing customer service
Resources/Readings
Readings A – G are located in the associated BSBCUS501 Readings section of this module.
Suggested Hours
Although everyone will work at their own pace, we suggest you allow approximately 60 hours to complete this unit competently, including assessment activities.
Assessment
This unit will be assessed by completing all activities in the BSBCUS501 Assessment. You are required to complete all assessment activities successfully, in order to be deemed competent in this unit.
Upon completion of this unit, you should be able to:
| Element | Performance Criteria |
|---|---|
| 1. Plan to meet internal and external customer requirements. | 1.1 Investigate, identify, assess, and include the needs of customers in planning process. 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers. |
| 2. Ensure delivery of quality products and services | 2.1 Deliver products and services to customer specifications within organisation’s business plan 2.2 Monitor team performance to consistently meet organisation’s quality and delivery standards 2.3 Help colleagues to overcome difficulty in meeting customer service standards |
| 3. Monitor, adjust and review customer service | 3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards. 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3 Develop, procure and use resources effectively to provide quality products and services to customers 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and processes. |
Performance Evidence
Evidence of the ability to:
- Develop and manage organisational systems for quality customer service
- Develop and review plans, policies and procedures for delivering and monitoring quality customer service
- Implement policies and procedures to ensure quality customer service
- Solve complex customer complaints and system problems that lead to poor customer service
- Monitor and assist teams to meet customer service requirements
- Develop, procure and use human and physical resources to support quality customer service delivery.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
- Outline the legislative and regulatory context of the organisation relevant to customer service
- Describe organisational policy and procedures for customer service including handling customer complaints
- Identify service standards and best practice models
- Summarise public relations and product promotion
- Outline techniques for dealing with customers including customers with specific needs
- Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
- Customer behaviour
- Customer needs research
- Customer relations
- Ongoing product and/or 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
This module and the 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 icons used to help you. These include:
Tip
This is used to indicate the presence of tips or additional instructions the 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 thiroughout the module. They indicate that a particular Reading contains additional information on the topic that is being discussed at that point.
Self Reflection
This indicates a self-reflection quesiton. 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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