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Elements and Performance Criteria

Required Skills

Required skills

communication and negotiation skills to discuss system design features with colleagues

planning and organising skills to establish and organise customer service delivery

problemsolving skills to

problemsolving skills to:

establish a centre

deal with complex and nonroutine difficulties and the variety of service details associated with multiple service facets

deal with complex and nonroutine difficulties and the variety of service details associated with multiple service facets

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

Required knowledge

multicentre service requirements

multicentre establishment requirements

multicentre systems operational capacity

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 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 ability to

develop plans policies or procedures for delivering quality customer service

solve complex customer issues and multicentre system problems that lead to poor customer service

establish a service and operational practices

demonstrate 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

information and databases for analysis activities

relevant legislation standards and guidelines

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 multicentre planning processes

direct questioning combined with review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

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 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.

Nature of the multicentremay include:	independently operated or networked with additional centres corporate computer network, including mainframes, microcomputers and local area networks (LANs) telephony voice and data pathways linked through computer telephony integration (CTI) .
Customersmay be:	board members clients and purchasers of services coworkers, peers and fellow frontline managers and supervisors members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies suppliers of goods and services and contractors providing goods and services.
Qualitymay refer to:	characteristics of a product, system, service or process that meet the requirements of customers and interested parties.
Strategiesmay refer to:	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 longterm or shortterm plans for monitoring achievement of targets and standards and evaluating their effectiveness policies and procedures, including policies for contact escalation questionnaires, survey and interviews training and development activities.
Products and servicesmay include:	goods ideas infrastructure private and public sets of benefits.
Resourcesmay include:	buildings and facilities equipment finance information people power and energy technology time.