This unit covers the following topics;

• Identifying customer needs
• Using interpersonal skills effectively
• Organisational requirements in dealing with customers
• Seeking assistance
• Establishing a rapport with customers
• Dealing with complaints
• Reviewing customer satisfaction levels
• Monitoring service procedures
• Methods of seeking feedback
• Effective use of feedback

This unit covers the elements, performance criteria, required skills and knowledge of;

BSBCUS301A - Deliver and Monitor a Service to Customers

It contains formative tasks throughout the text designed to assess the learner's competence.

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This system operates on the honour system .... I am a one person operator ... and I thank you for your honesty :)