Application
This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.
It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Advise on customer service needs | 1.1 Clarify and accurately assess customer needs using appropriate communication techniques 1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements 1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery 1.4 Use business technology and/or online services to structure and present information on customer service needs |
2 Support implementation of customer service strategies | 2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups 2.2 Identify and allocate available budget resources to fulfil customer service objectives 2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements 2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups |
3 Evaluate and report on customer service | 3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements 3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups 3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies 3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction |
Evidence of Performance
Evidence of the ability to:
identify the needs and priorities of the organisation in delivering services to customers
diagnose problems in delivery of customer service
respond to and report on customer feedback and complaints
review client satisfaction using verifiable data
consult and communicate effectively with relevant people
develop and implement strategies and methods to improve customer service delivery including:
budgeting
promotion to staff
documentation and follow up.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
outline the principles of customer service
explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction
explain the organisational business structure, products and services related to customer service
describe product and service standards and best practice models.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
office equipment
business technology
organisational policies and procedures for customer service
examples of customer complaints and feedback
client satisfaction data
case studies and, where possible, real situations
interaction with others.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.2, 1.4, 2.3, 3.1 | Reviews textual information and comprehends details that relate to the interests or requirements of the client and organisation |
Writing | 1.4, 3.3, 3.4 | Creates a range of formal texts using structure, grammar and clear and specialised language to describe customer needs, maintain information and support a particular position |
Oral Communication | 1.1, 1.3, 2.1, 2.4, 3.2 | Uses pace, intonation, intelligible pronunciation and listening and questioning techniques to interact effectively with others |
Numeracy | 2.2 | Recognises and interprets numerical information and performs calculations on familiar mathematical information |
Navigate the world of work | 1.2, 2.3, 3.1, 3.2 | Recognises and applies organisational protocols and meets expectations associated with own work |
Interact with others | 1.1, 1.3, 2.1, 2.4, 3.2, 3.3 | Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role Uses a range of strategies to establish a sense of connection and build rapport with customers Collaborates with others contributing knowledge and skills to achieve joint outcomes |
Get the work done | 1.2, 1.4, 2.3, 3.1- 3.4 | Applies formal and logical processes when planning and implementing tasks Applies standard procedures when responding to familiar problems within own work context Uses digital technologies to access, organise, present and store information relevant to own role |
Sectors
Stakeholder Relations – Customer Service