BSBCUS501

Manage Quality
Customer Service
 Plan to meet internal and external
1. customer requirements

Subjects
covered in
this unit: 2.
Ensure delivery of quality products and
services

Monitor, adjust and review customer

3. service
Profiling Customers
Assessing Customer Needs
Customer Expectations
Research Customer Needs
SWOT Analysis
System for Quality Customer Service
Legislative and Regulatory Requirements
Customer Service Policies and Procedures
Service Standards
Customer Service Program
Providing Quality Customer Service
Processes to Support the Customer Service
Program
Staff Performance Reviews
Measuring staff Performance
Improve performance
On-the-job Training
Monitor Customer Service Standards
CRM tool
Collect customer information and
feedback
Public Relations
Marketing
Complaints Policy
Complaint Resolution Techniques
Human Resources
Physical Resources
Decision Making
Record Keeping
 LET’S REVIEW
1. Plan to meet internal and external
customer requirements

3. Monitor, adjust and review

customer service 2. Ensure delivery of quality
products and services