This Learner Guide explains how to establish customer requirements through consultation and how to integrate those requirements into the organisational business plan. It then covers how to monitor the customer service team in delivering the service and support team members who struggle to meet the required standard. It also covers how to develop strategies for both assessing progress in service delivery and obtaining ongoing customer feedback.

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: BBOPS505
• ISBN: 978-1-76075-740-3

Support resources

• Product Code: BBOPS505SP
• ISBN: 978-1-76075-742-7