Self-Study Guide

Unit code and title BSBCUS403 Implement customer services standards

Instructions You are to complete each of the self-study tasks below.

Complete the work into a Word document and then upload it in canvas.

Copyright© ECA College RTO 45012 v20.0

Topic 1: Contribute to quality customer service standards

Type of Task Expected Completed

activity time

Video Watch the following video: 1 hour 

https://www.youtube.com/watch?v=41tmvGBYu0c
(17:50)
Write notes for class:
 What are your key takeaways from the video?
 What did you find inspiring?
 What did you agree with?
 Is there anything you disagree with? Explain.
 Has this video prompted you to think differently?

Further Read the following article: 1 hour 

reading https://www.salesforce.com/blog/2018/04/customer-
service-standards.html
 List seven ways to raise your customer service
standards.
 Define customer service standards.
 Give one example of an automated service to deliver
a better customer experience.
 Name three elements that boost a customer service
agent’s success.
 What percentage of customers prefer self-service?

Research Research three companies who have reputably excellent 1 hours 

customer service. Review and compare their customer
service policies and create a summary of the top five
policies these companies have in common.

Reflection Reflect on the following: 2 hours 

 Information learned in class this week
 Areas you find enjoyable
 Areas you find challenging (must be at least one
challenge)
 For at least one challenge identify a resource
(reading or video) to help you to overcome the
challenge
 Discuss your main learnings from the resource and
how it has benefited you / helped you to overcome
that challenge
 The assessments that you need to complete for this
unit. Start thinking about how you will prepare for
this and the time management skills needed.
Complete planning as necessary.

Copyright© ECA College RTO 45012 v20.0

Copyright© ECA College RTO 45012 v20.0