GE10102-20
Serving the customer
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.
Who should take the course
It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often follow organisation processes but may exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions.
What you'll learn
By the end of this learning pathway, you should be able to:
- identify customer needs
- deliver a service to customers
- evaluate customer service delivery
Competencies
BSBOPS304 Deliver and monitor a service to customers
Topic Covered
Week 1: Building trust
- Introduction
- Building customer relationships
- Effective customer service communication
- Building trust with product knowledge
Week 2: Identify customer needs
- Customer’s needs
- Determine priorities
- Analyse needs and determine a solution
Week 3: Deliver the service
- Provide a prompt service
- Handling complaints
- Promoting other produces and services
Week 4: Improving customer service quality
- Customer feedback
- Recommendations for customer service improvements
Assessment
1 Exam, 1 Integrated Workbook and 1 Observation Checklist
See the Assessment and Academic Calendars pages for more information.