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Elements and Performance Criteria

1. Contribute to quality customer standards
   • Access, interpret, apply and monitor customer service standards in the workplace
   • Make contributions to the development, refinement and improvement of service policies, standards and processes
   • Ensure customer interactions are consistent with legislation, codes of practice and enterprise policies
2. Implement customer service systems
   • Encourage personnel to consistently implement customer service systems
   • Review customer feedback in consultation with appropriate personnel and analyse when improving work practices
   • Identify customer service complaints and make adjustments to ensure continued service quality
   • Communicate adjustments to all those involved in service delivery within appropriate time frames
   • Coordinate and manage delivery of services or products to ensure they effectively and efficiently meet agreed quality standards
3. Manage networks to ensure customer needs are addressed
   • Establish effective regular communication with customers
   • Establish, maintain and expand networks to ensure referral of customers to products or services
   • Establish procedures to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available
   • Establish procedures to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services
   • Maintain records of customer interaction in accordance with organisational guidelines

Range Statement

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Performance Evidence

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

access and apply customer service policies and procedures

respond to customer feedback and complaints

develop and use networks to source goods and services

provide value for the customer in sourcing and supplying goods and services

maintain records of customer feedback and interactions

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Knowledge Evidence

The candidate must demonstrate knowledge of:

relevant legislation, codes and enterprise policies

the organisation's business structure, products and services

customer service systems/procedures including the continuous quality improvement framework, together with some knowledge of the customer population and how the system applies to delivering customer service to that customer population

the principles of customer service

the principles of effective communication in relation to listening, questioning and non-verbal communication

the individual's role in delivering customer service

techniques for dealing with customers with special needs

techniques for building relationships of trust and mutually acceptable outcomes

related organisations, agencies and networks

the principles and operations of networks

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