Application
Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Plan to meet internal and external customer requirements | 1.1 Investigate, identify, assess, and include the needs of 1.2 Ensure plans achieve the |
2. Ensure delivery of quality products and services | 2.1 Deliver products and services to customer specifications within organisation’s business plan 2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards 2.3 Assist colleagues to overcome difficulty in meeting customer service standards |
3. Monitor, adjust and review customer service | 3.1 Develop and use 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3. Develop, procure and use 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and processes |
Required Skills
Required skills
analytical skills to identify trends and positions of products and services
communication skills to:
coach and mentor staff and colleagues
monitor and advise on customer service strategies
literacy skills to:
edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
prepare general information and papers according to target audience
read and understand a variety of texts
problem
deal with customer enquiries or complaints
deal with complex and non-routine difficulties
technology skills to select and use technology appropriate to a task
self
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
Required knowledge
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
anti
Australian consumer law
ethical principles
codes of practice
privacy laws
financial legislation
occupational health and safety (OHS)
organisational policy and procedures for customer service including handling customer complaints
service standards and best practice models
public relations and product promotion
techniques for dealing with customers, including customers with specific needs
techniques for solving complaints including the principles and techniques involved in the management and organisation of:
customer behaviour
customer needs research
customer relations
ongoing product and/or service quality
problem identification and resolution
quality customer service delivery
record keeping and management methods
strategies for monitoring, managing and introducing ways to improve customer service relationships
strategies to obtain customer feedback.
Evidence Required
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: plans, policies or procedures for delivering quality customer service demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service knowledge of techniques for solving complaints. |
Context of and specific resources for assessment | Assessment must ensure: access to appropriate documentation and resources normally used in the workplace. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: assessment of written reports demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on observation of performance in role plays evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards review of strategies developed and used to monitor progress in achieving product and/or service targets and standards review of records, reports and recommendations about managing customer service. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customers | Board members clients, purchasers of services co members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies supervisors suppliers of goods and services and contractors providing goods and services. |
Quality | characteristics of a product, system, service or process that meet the requirements of customers and interested parties. |
Products and services | either products or services goods ideas infrastructure private or public sets of benefits. |
Strategies | databases and other controls to record and compare data over time electronic feedback mechanisms using intranet, internet and email feedback forms and other devices to enable communication from customers long policies and procedures questionnaires, survey and interviews training and development activities. |
Resources | buildings/facilities equipment finance information people power/energy technology time. |
Sectors
Stakeholder Relations – Customer Service
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.