Course Title: Address customer needs

Part A: Course Overview

Program: C4318 Certificate IV in Optical Dispensing

Course Title: Address customer needs

Portfolio: SEH Portfolio Office

Nominal Hours: 50

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


155T Vocational Health and Sciences

Distance / Correspondence or Face-to-Face or Internet or Workplace

Term1 2015,
Term1 2016

Course Contact: Jade Cusworth

Course Contact Phone: +61 3 9925 8382

Course Contact Email:

Course Description

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer.

Pre-requisite Courses and Assumed Knowledge and Capabilities

This course is delivered concurrently with the following courses:

  • BSBCUS401B Coordinate implementation of customer service strategies
  • BSBCUS301B Deliver and monitor a service to customers

National Competency Codes and Titles

National Element Code & Title:

BSBCUS402B Address customer needs


1. Assist customer articulate needs

2. Satisfy complex customer needs

3. Manage networks to ensure customer needs are addressed

Learning Outcomes

Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work-based assessment or simulation, assignments and submission of your learning and assessment guide (workplace evidence portfolio).