Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Advise on customer service needs
  2. Support implementation of customer service strategies
  3. Evaluate and report on customer service

Performance Evidence

Evidence of the ability to:

identify the needs and priorities of the organisation in delivering services to customers

diagnose problems in delivery of customer service

respond to and report on customer feedback and complaints

review client satisfaction using verifiable data

consult and communicate effectively with relevant people

develop and implement strategies and methods to improve customer service delivery including:

budgeting

promotion to staff

documentation and follow up.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.