This Learner Guide explains how to greet and welcome customers according to organisational protocols. It describes the process of identifying customer need by asking questions and expressing interest such as seeking further assistance from supervisors. It then covers the provision of customer service, including how to identify
opportunities for enhancing the customer experience. The material also covers how to solicit and record feedback according to organisational and legislative requirements.

Resources available

Learner Guide
• Mapped to Units of Competency
• Workplace Examples
• Practice Tasks
• Topic Summaries
• Learning Checkpoints

Assessment Support Pack
For the student:
• Practice Assessment Workbook
• Final Assessment Workbook
• Supporting documents
For the assessor:
• Introduction Manual
• Practice Assessments and Marking Guide
• Final Assessment and Marking Guide
• Talk with Others discussion topics
• Observation*
• Third Party Report*
• Competency Mapping
• PowerPoint Slides
• Delivery Plans

PowerPoint Slides are also available separately per unit of competency. Contact your Account Manager for more information.

*where the Unit of Competency requires an Observation be undertaken

Learner guides

• Product Code: BBOPS203
• ISBN: 978-1-76075-708-3

Support resources

• Product Code: BBOPS203SP
• ISBN: 978-1-76075-710-6