RTO

No. 110071 | CRICOS Provider Code 03448K

http://www.pacifictraining.edu.au

Training Unit Guide

BSBCUS501 - Manage quality customer
service



Contents
1 General Information ........................................................................................................................................................................ 2
2 Introduction to Unit ......................................................................................................................................................................... 3
3 Student Support and Technical Assistance .............................................................................................................................. 3
4 Unit Description ................................................................................................................................................................................ 4
5 Unit Outcomes ................................................................................................................................................................................... 4
6 Assessment Due Dates .................................................................................................................................................................... 6
7 Session Plans ...................................................................................................................................................................................... 7
8 Student Review of Add Code and Unit Title .......................................................................................................................... 27


Note to Students
The very first thing that you must do in this unit is take the time to read this Unit Guide carefully. It is designed
to help you navigate through the unit. It helps you focus on what you need to do for the classes and
assessment tasks, and provides guidance on teaching activities. You must pay particular attention to the
instructions on submission of assessments and, of course, the instructions for each assessment.

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1 General Information
Trainer Name
Trainer Email
Qualification Code and Title
Unit Code and Title
Unit Delivery Start Date
Delivery Method/s
(tick all that apply)
Technology Requirements
Student Learning Platform
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Glashie Qudsia
Glashie.Q@pacifictraining.com.au
BSB51918 - Diploma of Leadership and Management
BSBCUS501 - Manage quality customer service
12-Jan-2021 Unit Delivery End Date 10-feb-2021
☒ Remote Live Sessions ☐ Guest Speakers
☐ Face to Face Sessions ☐ Excursions
☒ Online ☐ Other, please describe:
• Minimum specifications for the computer are:
• Microsoft Office
• Microsoft Windows
• Students will also need access to a printer and the following plug-
ins: Adobe Acrobat Reader and Macromedia Flash player.
• Access to a computer the Internet and learning platform: Learning
Vault
Learning vault link click here
One drive for accessing session recordings
2 Introduction to Unit
Topics
Welcome and Introductions
Classroom Etiquette
Strategies
☒ Self-introductions: students and trainer ☒ Ice breaker exercises
☒ Expectations and Behaviours Guidelines PPP ☒ Student Code of Conduct
☒ WHS overview - fire exits, toilets, breakout, refreshment areas, emergency ☒ Cheating and plagiarism etc.
procedures and assembly point (if applicable) ☒ Attendance requirements

Overview of Student Unit Guide ☒ Student support and technical assistance ☒ Knowledge evidence
☒ Unit of Competency description ☒ Assessment due dates
☒ Unit of Competency outcomes ☒ Session Plans structure
☒ Performance evidence

3 Student Support and Technical Assistance

Sydney Campus Gold Coast Campus

Academic Administration Officer: Richard Crlik Student Support Officer: Nicole Manning
Phone: (02) 92657080 Phone: (07) 5538 9973
E-mail: richard@pacifictraining.edu.au E-mail: nicole@pacifictraining.edu.au

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4 Unit Description
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.

It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable

discretion and judgement, using a range of problem solving and decision-making strategies.

https://training.gov.au/Training/Details/BSBCUS501

5 Unit Outcomes

Unit Elements Unit Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Plan to meet internal and external customer

requirements 1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers
2 Ensure delivery of quality products and services
2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Help colleagues overcome difficulties in meeting customer service standards

3 Monitor, adjust and review customer service
3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3 Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate

individuals and groups

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 3.5 Manage records, reports and recommendations within the organisation’s systems and processes

4.1 Performance Evidence

Evidence of the ability to:

• develop and manage organisational systems for quality customer service

• develop and review plans, policies and procedures for delivering and monitoring quality customer service

• implement policies and procedures to ensure quality customer service

• solve complex customer complaints and system problems that lead to poor customer service

• monitor and assist teams to meet customer service requirements

• develop, procure and use human and physical resources to support quality customer service delivery.

4.2 Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

• outline the legislative and regulatory context of the organisation relevant to customer service

• describe organisational policy and procedures for customer service including handling customer complaints

• identify service standards and best practice models

• summarise public relations and product promotion

• outline techniques for dealing with customers including customers with specific needs

• Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:

• customer behaviour

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 • customer needs research

• customer relations

• ongoing product and/or service quality

6 Assessment Due Dates

Below are the activities and assessments that you must complete within the approximate timeframes. We recommend that you complete this unit in the suggested
sequence and number of weeks so that you will be able complete your assessment tasks and hand them in by the due date.
Assessment Code and Titles Assessment Type Assessment Due Dates
Knowledge test Questions and answers 20-jan-2021
Section A Assessment 2 27-jan-2021
Section B Assessment 2 3-feb-2021
Section C Assessment 2 10-feb-2021

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 7 Session Plans
Day One Session Date: 12-jan-2021

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Plan to meet internal and external customer requirements

Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)
• Orientation of program
Learning Objectives • Unit Outcomes
• Code of Conduct
Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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 Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Investigate the needs of customers in planning processes Powerpoint presentation, Learning vault & Zoom
Identify the needs of customers in planning processes

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Assess and include the needs of customers in planning processes Powerpoint presentation, Learning vault & Zoom

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Day Two Session Date: 13-jan-2021

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Plan to meet internal and external customer requirements

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)

• Internal Customer Requirements

Learning Objectives
• External Customer Requirements

Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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 Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Ensure plans achieve the quality agreed with customers Powerpoint presentation, Learning vault & Zoom

Ensure plans achieve time and cost specifications agreed with customers

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Wrap-up quiz Powerpoint presentation, Learning vault & Zoom

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Day Three Session Date: 19-jan-2020

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Ensure delivery of quality products and services

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)
• Quality delivery of products
• Quality delivery of services
Learning Objectives • Monitoring team performance
• Delivery standards

Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Deliver services to customer specifications within organisation’s business plan Powerpoint presentation, Learning vault & Zoom

Deliver products to customer specifications within organisation’s business plan

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Wrap-up quiz Powerpoint presentation, Learning vault & Zoom

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Day Four Session Date: 20-jan-2020

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Ensure delivery of quality products and services

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)

1. Quality delivery of products

2. Quality delivery of services
Learning Objectives
3. Monitoring team performance
4. Delivery standards

Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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 Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Monitor team performance to consistently meet the organisation’s quality and Powerpoint presentation, Learning vault & Zoom
delivery standards

Help colleagues overcome difficulties in meeting customer service standards

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Wrap-up quiz Powerpoint presentation, Learning vault & Zoom

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Day Five Session Date: 26-jan-2020

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Monitor, adjust and review customer service

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)
• Develop strategies
Learning Objectives • Monitoring progress

Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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 Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Develop strategies to monitor progress in achieving product and/or service Powerpoint presentation, Learning vault & Zoom
targets and standards

Use strategies to monitor progress in achieving product and/or service targets

and standards

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Wrap-up quiz Powerpoint presentation, Learning vault & Zoom

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Day Six Session Date: 27-jan-2020

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Monitor, adjust and review customer service

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)
• Using strategies to obtain feedback
Learning Objectives
• Improve provision of products and services
Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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 Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Develop strategies to obtain customer feedback to improve the provision of Powerpoint presentation, Learning vault & Zoom
products and services

Use strategies to obtain customer feedback to improve the provision of products

and services

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Wrap-up quiz Powerpoint presentation, Learning vault & Zoom

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Day Seven Session Date: 2-feb-2021

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Developing resources and making decisions

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)
• Develop resources effectively
• Provide quality products and services
Learning Objectives
• Make decisions to overcome problems

Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
Develop and procure resources effectively to provide quality products and
5.00pm to 6.30pm Powerpoint presentation, Learning vault & Zoom
services to customers

Use resources effectively to provide quality products and services to customers

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Wrap-up quiz Powerpoint presentation, Learning vault & Zoom

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Day Eight Session Date: 3-feb-2021

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Developing resources and making decisions

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)
• Develop resources effectively
• Provide quality products and services
Learning Objectives
• Make decisions to overcome problems

Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Powerpoint presentation, Learning vault & Zoom
Make decisions to overcome problems and to adapt products and service delivery
in consultation with appropriate individuals and groups

Make decisions to overcome problems and to adapt products and service delivery
in consultation with appropriate individuals and groups

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Wrap-up quiz Powerpoint presentation, Learning vault & Zoom

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Day Nine Session Date: 9-feb-2021

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Organisational processes

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)
• Manage reports
Learning Objectives
• Manage recommendations
Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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 Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Manage records within the organisation’s systems and processes Powerpoint presentation, Learning vault & Zoom

Manage reports within the organisation’s systems and processes

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Powerpoint presentation, Learning vault & Zoom
Wrap-up quiz

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Day Ten Session Date: 10-feb-2021

Delivery Mode ☒ Remote Live Session Guest Speakers

(tick all that apply) Face to Face Session Excursions
☒ Online Other, please describe:

Session Topic/s Summary and Submissions

☒ Recap on previous session’s (if

Introduction ☒ Overview of the session ☒ Icebreaker exercise
applicable)
• Unit Completion
Learning Objectives • Submissions
• Re-submissions
Training Methods Case studies Group work Research

☒ Demonstrations Podcasts Role plays

☒ Discussions ☒ PowerPoint Presentations Webinars

☒ Game based learning (quizzes) Readings ☒ Other, describe:

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 Subtopics
Times Training Methods and Resources
Key Teaching and Learning Points
5.00pm to 6.30pm Manage recommendations within the organisation’s systems and processes Learning vault & Zoom

6.30pm to 6.45pm Tea Break

6.45pm to 8.45pm Summary, Submissions and Re-submissions Learning vault & Zoom

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8 Student Review of BSBCUS501 - Manage quality customer
service

Please complete this personal review and reflection at the end of this Unit of Competency.
What I enjoyed and did
well.

Areas I could improve on.

Date

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