Elements and Performance Criteria
- Deliver excellence in customer service
- Monitor and adjust customer service performance
- Customer service performance standards are monitored and reviewed using a range of systems and techniques
- Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly and as an accurate reflection of company procedures
- Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures
- Negative impact events and factors are promptly identified and actions are taken to minimise effect and prevent recurrence
- Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards
- Seek information from customers and staff
- Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods
- Devising improved methods for ensuring service excellence is encouraged among customers and colleagues
- Customer and colleague feedback is acknowledged and followed up as appropriate
- Develop approaches to enhance customer service
- Initiatives to enhance the quality of customer service are identified and forwarded to appropriate personnel
- Reasons for exchanging customer service performance information are communicated clearly with colleagues
- Participation in the development of new approaches/initiatives to customer service is undertaken
- Encourage staff to take responsibility for customer service problems
- Coaching and support is provided to assist colleagues in handling difficult customer situations
- Responsibility for service delivery and customer satisfaction is assumed
- Opportunities for improving customer relationships are discussed among the whole team and constructive suggestions are made
- Appropriate responses are made to colleagues' suggestions in a timely manner