This learner guide covers the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service. It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

ISBN: 978-1-925291-08-7

Unit code: BSBCUS301

Author: Kim Aubrey

Pages: 69

Note:

Download the table of contents (below) for a list of topics covered in this workbook.

Download the sample pages (below) for:

• content mapping against the Unit of Competency

• workbook learning layout

• assessment mapping against the Unit of Competency.

This workbook is printed in black and white only.