Application
This unit describes the skills and knowledge required to contribute to quality customer service standards within an organisation.
It applies to individuals who may be frontline managers, team leaders or supervisors who have responsibility for ensuring that customer service systems and customer service standards are implemented.
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 Contribute to quality customer service standards | 1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures 1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes |
2 Implement customer service systems | 2.1 Encourage all personnel to consistently implement customer service systems 2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices 2.3 Identify customer service problems and make adjustments to ensure continued service quality 2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes 2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards |
3 Implement team customer service standards | 3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience 3.2 Identify resources required to undertake team tasks while meeting required customer service levels |
Evidence of Performance
Evidence of the ability to:
access, interpret, apply and monitor customer service standards
demonstrate compliance with customer service system and standards
make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers
review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required
make adjustments to improve customer service procedures including:
identifying and responding to problems
communicating with and encouraging staff
coordinate and manage delivery of services and products to meet standards including:
planning and implementing team work activities
managing resources.
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:
have detailed product / service knowledge
explain the rights and responsibilities of customers and relevant consumer law
outline models of customer service
explain relevant organisational procedures and standards for customer service standards and relationships.
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
workplace documents and policies and procedures
customer feedback
consumer protection laws and regulations
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 | 1.1, 1.2, 2.2, 2.5 | Interprets and monitors textual information obtained from a range of sources to determine how content may fulfil customer and organisational requirements |
Writing | 1.2, 2.3, 2.4 | Prepares written reports, up-to-date procedures and other workplace documentation that communicate information clearly and effectively |
Oral Communication | 2.1, 2.4 | Clearly articulates systems and standards in a team environment using language suitable to diverse audiences and employs listening and questioning techniques to confirm understanding |
Navigate the world of work | 1.1, 2.4, 2.5 | Recognises and applies organisational protocols and meets expectations associated with own work |
Interact with others | 1.2, 2.1-2.4 | Uses the communication channel, tone and vocabulary that is appropriate to the audience and specific purpose Collaborates with others to achieve joint outcomes |
Get the work done | 2.2-2.5, 3.1, 3.2 | Plans a range of routine and non-routine tasks and implements actions in accordance with plan to meet desired outcomes Addresses problems using formal analytical thinking techniques to generate possible solutions, seeking input from others as required Evaluates outcomes of decisions to identify opportunities for improvement |
Sectors
Stakeholder Relations – Customer Service