Deliver and monitor a service to customers
CODE: BSBOPS304
ENROL TODAY (or express interest)
What You'll Learn
We introduce you to the skills and knowledge needed in today's cleaning workforce.
You’ll learn:
Identify customer needs:
- Identify and clarify customer needs and expectations
- Evaluate customer needs and determine priorities for service delivery according to organisational requirements
- Inform customers about available choices for meeting their needs and assist selection of preferred options
- Identify limitations in addressing customer needs and seek assistance from designated individuals, where required
Deliver a service to customers:
- Provide service to meet identified customer needs according to organisational and legislative requirements
- Establish and maintain rapport with customers
- Manage customer complaints according to organisational and legislative requirements
- Provide assistance and respond to customers with specific needs according to organisational and legislative requirements
- Identify and use available opportunities to promote and enhance services and products to customers
Evaluate customer service delivery:
- Review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements
- Seek and respond to customer feedback according to organisational policies and procedures
- Identify opportunities to enhance the quality of customer service
- Document recommendations for customer service improvements
- Submit recommendations to relevant personnel according to organisational policies and procedures
Some of the industries your skills will be used in are:
- child care centres
- disability services
- commercial businesses
- small businesses
COURSE OPENS ON ***
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COURSE DETAILS:
Inside each unit, you will get the following:
- A Learner Manual - this is where you will find all of the content. These guides have been written by actual industry leaders.
- Self-Paced Workbook - these can be easily downloaded and printed or done right on your computer.
- Written Quizzes and Assessments - these are simple and easy to understand and can be printed or done online.
- Physical Skill and Demonstration - scenarios written specifically to practice skills that you will need in the real life industry.
- Certificate upon Completion
HOW WILL I BE ASSESSED?
Our goal is to make assessing as easy an as fun as possible. You are required to provide evidence that you have completed the work. We use short answer questions, long answer questions, quizzes, photos and videos. Below are some activities that you will be required to do in order to complete this unit:
Deliver a service to at least three different customers, including:
- using communication skills to establish rapport and build relationships with customers according to organisational requirements
- identifying customer needs using appropriate questioning and active listening skills
- providing customer service according to organisational requirements
- responding to and recording customer feedback and action taken according to organisational standards, policies and procedures
- producing a report which identifies and recommends ways to improve service delivery.
Meet the Trainer
Fiona Morris
Founder - Australian Cleaning Academy
Our head trainer, Fiona Morris, has over 20 years experience in the cleaning. Not only has she established several successful cleaning businesses, she has trained many future cleaning business owners and upskilled many in the industry.
A qualified trainer and assessor, holding Cert IV TAE/ WHS and Cert III Cleaning Operations.
