Assessor Resource

SIRXCEG007
Develop online customer service standards

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the performance outcomes, skills and knowledge required to develop, implement and review online customer service standards and activity.

This unit applies to individuals working in a diverse range of sectors and business contexts that have an online presence. They operate independently, under limited supervision from others, and are responsible for making a range of operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCECRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop online customer service standards.

1.1. Access and review information on online customer service needs and expectations.

1.2. Research industry best practice and use findings to benchmark the development of online customer service standards.

1.3. Seek input from others to inform the development of online customer service standards.

1.4. Develop online customer service standards that align with existing organisational policies, procedures and brand values.

1.5. Determine online customer service touchpoints and identify required communication technologies.

1.6. Determine performance metrics to evaluate customer service standards.

1.7. Incorporate legal and ethical requirements into the development of online customer service standards

1.8. Ensure consistency between online and offline customer service standards, as required.

2. Implement and monitor online customer service standards.

2.1. Communicate online customer service standards and expectations to relevant personnel.

2.2. Ensure availability of resourcing required to maintain online customer service standards.

2.3. Monitor customer service levels to ensure standards are met and take corrective action when standards are not met.

2.4. Provide feedback and support to team members to enhance online customer service standards.

2.5. Take responsibility for resolution of complex and difficult customer interactions.

3. Review online customer service standards.

3.1. Review customer feedback, reviews and complaints to assess online customer service provision.

3.2. Use performance metrics to evaluate customer service standards.

3.3. Communicate customer feedback to the team and discuss opportunities for improved customer service provision.

3.4. Identify and address technological and resourcing issues impacting effective customer service provision.

3.5. Adjust customer service standards based on feedback received.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research industry best practice for online customer service standards and use findings to develop online customer service standards for one organisation, detailing:

online customer service procedures

complaints resolution procedures

customer service touch-points

performance metrics

review online customer service standards across a three-month period, evaluate performance, and adjust customer service standards based on findings.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical considerations as related to customer service standards:

Australian Consumer Law

copyright

privacy

codes of practice

security

principles of customer service and their application in an online environment

industry standards for best practice online customer service standards

current technologies and touch-points used for the provision of online customer service

key inclusions of online customer service standards:

online customer service procedures

complaints resolution procedures

customer service touch-points

performance metrics

performance metrics available to measure customer service standards

commercial impact of customer service provision, both positive and negative.

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

online customer service feedback and data

information technology hardware and software

online information systems.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCECRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop online customer service standards.

1.1. Access and review information on online customer service needs and expectations.

1.2. Research industry best practice and use findings to benchmark the development of online customer service standards.

1.3. Seek input from others to inform the development of online customer service standards.

1.4. Develop online customer service standards that align with existing organisational policies, procedures and brand values.

1.5. Determine online customer service touchpoints and identify required communication technologies.

1.6. Determine performance metrics to evaluate customer service standards.

1.7. Incorporate legal and ethical requirements into the development of online customer service standards

1.8. Ensure consistency between online and offline customer service standards, as required.

2. Implement and monitor online customer service standards.

2.1. Communicate online customer service standards and expectations to relevant personnel.

2.2. Ensure availability of resourcing required to maintain online customer service standards.

2.3. Monitor customer service levels to ensure standards are met and take corrective action when standards are not met.

2.4. Provide feedback and support to team members to enhance online customer service standards.

2.5. Take responsibility for resolution of complex and difficult customer interactions.

3. Review online customer service standards.

3.1. Review customer feedback, reviews and complaints to assess online customer service provision.

3.2. Use performance metrics to evaluate customer service standards.

3.3. Communicate customer feedback to the team and discuss opportunities for improved customer service provision.

3.4. Identify and address technological and resourcing issues impacting effective customer service provision.

3.5. Adjust customer service standards based on feedback received.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research industry best practice for online customer service standards and use findings to develop online customer service standards for one organisation, detailing:

online customer service procedures

complaints resolution procedures

customer service touch-points

performance metrics

review online customer service standards across a three-month period, evaluate performance, and adjust customer service standards based on findings.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical considerations as related to customer service standards:

Australian Consumer Law

copyright

privacy

codes of practice

security

principles of customer service and their application in an online environment

industry standards for best practice online customer service standards

current technologies and touch-points used for the provision of online customer service

key inclusions of online customer service standards:

online customer service procedures

complaints resolution procedures

customer service touch-points

performance metrics

performance metrics available to measure customer service standards

commercial impact of customer service provision, both positive and negative.

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

online customer service feedback and data

information technology hardware and software

online information systems.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Access and review information on online customer service needs and expectations. 
Research industry best practice and use findings to benchmark the development of online customer service standards. 
Seek input from others to inform the development of online customer service standards. 
Develop online customer service standards that align with existing organisational policies, procedures and brand values. 
Determine online customer service touchpoints and identify required communication technologies. 
Determine performance metrics to evaluate customer service standards. 
Incorporate legal and ethical requirements into the development of online customer service standards 
Ensure consistency between online and offline customer service standards, as required. 
Communicate online customer service standards and expectations to relevant personnel. 
Ensure availability of resourcing required to maintain online customer service standards. 
Monitor customer service levels to ensure standards are met and take corrective action when standards are not met. 
Provide feedback and support to team members to enhance online customer service standards. 
Take responsibility for resolution of complex and difficult customer interactions. 
Review customer feedback, reviews and complaints to assess online customer service provision. 
Use performance metrics to evaluate customer service standards. 
Communicate customer feedback to the team and discuss opportunities for improved customer service provision. 
Identify and address technological and resourcing issues impacting effective customer service provision. 
Adjust customer service standards based on feedback received. 

Forms

Assessment Cover Sheet

SIRXCEG007 - Develop online customer service standards
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Assessment Record Sheet

SIRXCEG007 - Develop online customer service standards

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