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Browse by BSB20215

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  • BSBCMM301 Process customer complaints

    $21.95 inc. GST
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    What's it about? This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Who's it for? It applies to individuals who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

  • BSBCUE301 Use multiple information systems

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    What's it about? 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. Who's it for? 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.  

    Publisher: ATP

  • BSBCUE309 Develop product and service knowledge for customer engagement operation

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    What's it about?

    This unit describes the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement activity.

    Who's it for? It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance.

    Publisher: ATP

  • BSBCUS201 Deliver a service to customers

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    What's it about? This unit describes the skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback. Who's it for? It applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.No licensing, legislative or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

  • BSBWHS201 Contribute to health and safety of self and others

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    What's it about? This unit describes the skills and knowledge required to work in a manner that is healthy and safe in relation to self and others and to respond to emergency incidents. It covers following work health and safety (WHS) and emergency procedures and instructions, implementing WHS requirements and participating in WHS consultative processes. Who's it for? It applies to individuals who require a basic knowledge of WHS to carry out work in a defined context under direct supervision or with some individual responsibility, in a range of industry and workplace contexts.NOTE: The terms 'occupational health and safety' (OHS) and 'work health and safety' (WHS) are equivalent and generally either can be used in the workplace. In jurisdictions where the Model WHS Act has not been implemented RTOs are advised to contextualise the unit of competency by referring to the existing State/Territory OHS legislative requirements.No licensing, legislative or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

  • BSBWOR203 Work effectively with others

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    What's it about? This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict. Who's it for? It applies to individuals who perform a range of routine tasks using a limited range of practical skills, and a fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

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Here you will find our extensive range of Vocational Education and Training (VET) student workbooks for the BSB Business Services, SIT Tourism Hospitality and Events, FNS Financial Services and TAE Training and Education Training Packages as well as IBSA Academy.

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