Elements and Performance Criteria
- Contribute to quality customer standards.
- Implement customer service systems.
- Personnel are encouraged to consistently implement customer service systems of organisation.
- Customer feedback is reviewed and considered when improving work practices.
- Customer service problems are identified and adjustments made to ensure continued service quality.
- Adjustments are communicated to all those involved in service delivery within appropriate timeframes.
- Services and products are delivered according to organisational quality standards.
- Lead a customer service team.
- Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve service potential.
- Team is motivated to achieve high standard of service to customers.
- Team is informed of changes in policies and procedures that affect relations with customers.
- Team is provided with regular feedback in regard to achievement or non-achievement of organisational standards of customer service.
- Team members are encouraged to contribute feedback in regard to achievement of customer service standards.
- Training is undertaken as required to meet changing needs.