Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C4292

Course Title: Deliver and monitor a service to customers

Portfolio: BUS

Nominal Hours: 35.0

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)


City Campus


650T TAFE Business

Face-to-Face or Workplace

Course Contact: Kathie Nickson

Course Contact Phone: +61 3 9925 5852

Course Contact Email:

Course Description

This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

BSBCUS301A Deliver and monitor a service to customers


1. Identify customer needs

2. Deliver a service to customers

3. Monitor and report on service delivery

Learning Outcomes

Overview of Assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
• direct questioning combined with review of portfolios of evidence and third party workplace reports of on the job performance by the candidate
• review of reports on customer service delivery
• analysis of responses to case studies and scenarios
• demonstration of techniques
• oral or written questioning to assess knowledge of customer service strategies.