Deliver and monitor a service to customers Elective Topic Book with Exercises (2022 edition)

Suitable for both:

• Business Services 2022 syllabus, commencing in 2022 for Year 11 and 2023 for Year 12/HSC
• Certificate III in Business (Training Package v8)

This Topic Book covers theory and exercises for the elective topic: Deliver and monitor a service to customers (BSBOPS304). This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service. The unit applies to those who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions.

Contents

• Chapter 1: Identify customer needs
• Chapter 2: Deliver a service to customers
• Chapter 3: Evaluate customer service delivery
• Chapter 4: Worksheets, assessment tasks and suggested answers