This Learner Guide outlines how to identify and clarify customer needs with a view to providing effective customer services. It explains how to maintain strong customer relationships and respond to opportunities in the market. Learners who complete this unit learn how to evaluate and respond to customer feedback so that they can monitor and improve their performance in the workplace.

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: BBOPS304
• ISBN: 978-1-76075-712-0

Support resources

• Product Code: BBOPS304SP
• ISBN: 978-1-76075-714-4