Deliver and monitor a service to customers

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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.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Business Competence – Business Operations

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.




  • Identifies and follows up on opportunities to improve work practices and outcomes

Oral communication

  • Provides information or advice using structure and language to suit the audience
  • Asks questions and listens to gain information or confirm understanding


  • Evaluates textual information to determine customer service requirements
  • Proofreads texts for clarity of meaning and accuracy of grammar and punctuation


  • Completes responses to customer complaints in required format
  • Prepares reports using sequencing, format and words to communicate recommendations clearly and effectively

Planning and organising

  • Complies with organisational policies and procedures relevant to role
  • Plans and implements systems to gather and organise information


  • Uses problem solving skills to analyse and respond to customer complaints or enquiries


  • Selects and uses appropriate communication conventions to establish connections, build rapport, seek information and develop professional working relationships
  • Adjusts personal communication style in response to the opinions, values and particular needs of others

Unit Mapping Information

Supersedes and is equivalent to BSBCUS301 Deliver and monitor a service to customers.

Supersedes but is not equivalent to:

  • BSBCUE309 Develop product and service knowledge for customer engagement operation
  • BSBEDU303 Assist with the provision of international education information
  • BSBINT303 Organise the importing and exporting of goods
  • BSBINT304 Assist in the international transfer of services
  • BSBSLS407 Identify and plan sales prospects.

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:

  • technology required to gather and provide information and assistance to customers
  • workplace documents, and organisational policies and procedures relating to customer service
  • 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.

Deliver and monitor a service to customers

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