BSBOPS404 explores customer service as a strategic function beyond simple troubleshooting. 

The unit emphasises crafting comprehensive customer journeys to foster brand loyalty and business growth. It examines customer, user, and brand experience, service design, and proactive data-driven improvement. 

Assessment tasks simulate real-world business challenges, such as identifying needs and developing improvement strategies with stakeholder consultation and budgeting in mind. Using examples like Costco, the unit demonstrates how to apply theories practically and achieve tangible results. 

Ultimately, the unit prepares learners to create exceptional customer experiences by equipping them with practical skills applicable in customer-focused roles.