BSBOPS304
Deliver and monitor a service to customers
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our BSBOPS304 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
$15.00 inc GST
Unit information about the BSBOPS304 training material in this resource
BSBOPS304 information from training.gov.au.
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.
The unit applies to those who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions.
Unit mapping information
Supersedes and is equivalent to BSBCUS301 Deliver and monitor a service to customers.
Supersedes but is not equivalent to:
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BSBCUE309 Develop product and service knowledge for customer engagement operation
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BSBEDU303 Assist with the provision of international education information
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BSBINT303 Organise the importing and exporting of goods
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BSBINT304 Assist in the international transfer of services
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BSBSLS407 Identify and plan sales prospects
Licensing, legislative, regulatory or certification requirements
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Foundation skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Unit sector or competency field
Business Competence – Business Operations
Prerequisite, co-requisite or interdependent assessment of units
Not applicable
Assessment conditions
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:
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technology required to gather and provide information and assistance to customers
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workplace documents, and organisational policies and procedures relating to customer service
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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.