BSBOPS505 – Manage organisational customer service
Posted by SkillMaker in May, 2024
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 central theme of these performance requirements is to ensure high-quality customer service through a structured approach“
| ELEMENT | PERFORMANCE CRITERIA |
| Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
| 1. Establish customer requirements | 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 requirements |
| 2. Deliver quality products and services | 2.1 Deliver product and service according to customer specifications within organisation’s business plan 2.2 Monitor team performance and assess against the organisation’s quality and delivery standards 2.3 Support colleagues 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 |
Performance Evidence
To successfully demonstrate these skills, the student must demonstrate the ability to develop and review strategies for delivering and monitoring quality customer service within an organization. This includes implementing customer service policies, resolving system issues affecting service, assisting teams in meeting service standards, and managing resources to support effective service delivery.
- 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.
Skillmaker is committed to providing low cost education to a learner-hungry world. This post is created from the Unit of Competency details contained in Training.gov. The hyperlinks direct students to the relevant article written by our authors that help the students understand the concepts.
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