BSBCUS402 Address Customer Needs & BSBCUS403 Implement Customer Coaching Service Standards


This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision-making strategies.


  • Discover how to plan to meet internal and external customer requirements.
  • Know how to ensure delivery of quality products and services.
  • Learn how to monitor, adjust and review customer service.
  • Gain skills and knowledge required for this unit.


‘The strength of the team is each individual member. The strength of each member is the team.’

– Phil Jackson



BSBCUS402_403 – Learner Guide

BSBCUS402_403 – PowerPoint