Customer needs

BSBCUS402 Address customer needs

This unit is about managing an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure they address customer needs. You will need detailed knowledge of your products in order to recommend customized solutions. You apply your organization’s procedures and apply (as appropriate) broader factors involving ethics, industry practice and relevant government policies and regulations.

 

How you will be assessed

You will be assessed through:

• Assessor observation on the job
• Supervisor reference (if the assessor is not the supervisor)
• Review of your workplace documents (e.g. procedures)
• Interview/assignment based on the requirements below.

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Practical

You will be assessed in the workplace as a safe environment. You will need access to:

• office equipment and resources.
• business technology.
• your organization’s policies, procedures, quality systems, manuals and guidelines for customer management.
• examples of products/services and promotional strategies.
• case studies and, where possible, real situations.
• interaction with others.

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Interview/assignment questions

1. Explain your organization’s procedures and standards for establishing and maintaining customer service relationships.
2. Describe informed consent.
3. Explain consumer rights and responsibilities.
4. Describe ways to establish effective regular communication with customers.
5. Outline details of products or services including with reference to:
1. possible alternative products and services.
2. variations within a limited product and service range.

Note: Your assessor may also ask you a variety of what if questions.

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Detailed requirements

Perform consistently in typical activities in this field of competency.

1. Help customer to articulate their needs.

1. Explore customer needs, make sure you understand them and get their agreement on what you understand.
2. Explain available services and products and match them to the customer’s needs.
3. Identify customers’ rights and responsibilities and communicate them as appropriate.

 

2. Satisfy complex customer needs.

1. Explain possibilities for meeting customer needs.
2. Help customers to evaluate your organization’s service and/or product options to satisfy their needs.
3. Determine and prioritize preferred actions.
4. Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner.

 

3. Manage networks to ensure customer needs are addressed.

1. Develop and maintain networks to support meeting customer needs.
2. Establish effective regular communication with customers.
3. Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organization.
4. Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products and services available.
5. Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services.
6. Maintain records of customer interaction according to your organization’s procedures.

 

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