Unit Plan

BSBCUS401 Coordinate Implementation of Customer Service Strategies
UNIT PLAN
Unit Code BSBCUS401 Commencement Date
11th April 2016
12th June 2016
Unit Name Coordinate implementation of customer service strategies Completion Date
Ginger Chang, Elizabeth Carter, Miguel Velasquez, Kurstie
Trainer Session Time See Timetable T2 2016
Richardson, Andrey Loburets, Charles Fenech
Ginger Chang, Elizabeth Carter, Miguel Velasquez, Kurstie
Assessor Nominal Hours 36
Richardson, Andrey Loburets, Charles Fenech
Week Elements Performance Criteria Session Content Resources/ Handouts Assessment Method
1 —Go through unit of competency and BSBCUS402 Learner Hand out
performance criteria Workbook Chapter 1 Assessment 1 & 2 to
—Specifics of Assessment Plan
specifically due dates students
1.Advise on
—Explain where information is
customer collected to achieve work
service needs responsibilities
—Give details of appropriate sources
1.1 Clarify and accurately assess
customer needs using Clarify and accurately assess
appropriate communication customer needs using appropriate
techniques communication techniques
 What is customer service
 Customer and the choice they
1.2 Diagnose problems matching make
service delivery to customers  Customer profiling and
and develop options for segmentation
improved service within  What do customer need from
products and service
organisational requirements
Diagnose problems matching

service delivery to customers and
develop options for improved
service within organisational
requirements
 Identifying service delivery
problems
 Analysing customer feedback
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 Customer service feedback
forms
 Analysing service delivery
1.3. Provide relevant and Provide relevant and constructive

constructive advice to promote advice to promote the improvement
the improvement of customer of customer service delivery
service delivery  Identifying gaps or mismatch
in service delivery
2. Advise on  Characteristics of effective
advice and strategies BSBCUS402 Learner
2 customer service Workbook Chapter 2 Assessment 1
needs  Examples of ways to improve
customer service deliveries
 Options to improve customer
service
 Developing a customer
service charter
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1.4 Use business technology and/ or Use business technology and/ or

online services to structure and online services to structure and
present information on present information on customer
customer service needs service needs
 Do’s and do nots when using
business technology
 Technology and customers
3. Use business needs BSBCUS402 Learner
3 technology  Online services Workbook Chapter 3 Assessment 1

Ensure customer service strategies
2.1 Ensure customer service and opportunities are promoted to
strategies and opportunities are designated individuals and groups
promoted to designated  Promoting improvement
individuals and groups strategies to the relevant
people
2.2 Identify and allocate available  Organisational committees
4. Supporting the budget resources to fulfill  Customers
customer service objectives  Presenting proposals on
implementation of BSBCUS402 Learner
4 customer service
improvement
Workbook Chapter 4 Assessment 1

strategies Identify and allocate available
budget resources to fulfill customer
service objectives
 Accessing available resources
 Allocating available resources

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Promptly action procedures to
2.3. Promptly action procedures to resolve customer difficulties and
resolve customer difficulties complaints with organizational
and complaints with requirements
organizational requirements  Procedures to resolve
customer errors
2.4 Ensure that decisions to  Handing and resolving
implement strategies are taken difficulties and complaints
in consultation with designated  Implementing a customer
5. Supporting the complaint procedure
individuals and groups Assessment 1
implementation of  Recording complaints and BSBCUS402 Learner
5 customer service difficulties Workbook Chapter 5
strategies Assessment 2
Ensure that decisions to implement

strategies are taken in consultation
with designated individuals and
groups
 Consultation
Review client satisfaction with
3,1 Review client satisfaction with service delivery using verifiable
service delivery using verifiable data in accordance with
data in accordance with organisational requirements
organisational requirements  Feedback
 Method of collecting
feedback Assessment 1 Due
6. Customer BSBCUS402 Learner
6 satisfaction Workbook Chapter 6
Assessment 2
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Identify and report changes
3.2. Identify and report changes necessary to maintain service
necessary to maintain service standards to designated individuals
standards to designated and groups
individuals and groups  Hoe to implement changes
 How change effects different
3.3 Prepare conclusion and departments
7. Evaluating and
recommendation for verifiable BSBCUS402 Learner
7 reporting on
Prepare conclusion and Workbook Chapter 7 Assessment 2
customer service evidence and provide
constructive advice on future recommendation for verifiable
directions of client service evidence and provide constructive
strategies advice on future directions of client
service strategies
 Recommendation when
implementing strategies
3.4. Maintain systems, records and Maintain systems, records and

reporting procedures to reporting procedures to compare
compare changes in customer changes in customer satisfaction
satisfaction  Categories data can be broken
down into
8. Evaluating and  Characteristics of an effective BSBCUS402 Learner
8 reporting on data collection and reporting Workbook Chapter 8 Assessment 2 Due
customer service system

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Summation & completion of this unit

—Provide feedback on assessments
—Re-assessments
9 9. Summary
Summary —Ensure all assessments are completed
by each learner
—Compile all assessment evidence and
submit for recording and archiving.
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BSBCUS401 Coordinate Implementation of Customer Service Strategies

Diagnose problems matching

1.3. Provide relevant and Provide relevant and constructive

1.4 Use business technology and/ or Use business technology and/ or

Ensure that decisions to implement

3.4. Maintain systems, records and Maintain systems, records and

Summation & completion of this unit

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