This Learner Guide explains how to advise on the customer service needs of an organisation by first identifying customer problems and developing options to improve customer service delivery. It then describes how to support the implementation of customer service strategies by consulting with stakeholders and actioning procedures that seek to resolve customer difficulties. Finally, the material outlines how to review customer satisfaction and how to prepare recommendations for future directions.

Resources available

Learner Guide
• Mapped to Units of Competency
• Workplace Examples
• Practice Tasks
• Topic Summaries
• Learning Checkpoints

Assessment Support Pack
For the student:
• Practice Assessment Workbook
• Final Assessment Workbook
• Supporting documents
For the assessor:
• Introduction Manual
• Practice Assessments and Marking Guide
• Final Assessment and Marking Guide
• Talk with Others discussion topics
• Observation*
• Third Party Report*
• Competency Mapping
• PowerPoint Slides
• Delivery Plans

PowerPoint Slides are also available separately per unit of competency. Contact your Account Manager for more information.

*where the Unit of Competency requires an Observation be undertaken

Learner guides

• Product Code: BBOPS404
• ISBN: 978-1-76075-958-2

Support resources

• Product Code: BBOPS404SP
• ISBN: 978-1-76075-960-5