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

Elements and Performance Criteria

1. Contribute to quality customer service standards
   • Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures
   • Make contributions to the development, refinement and improvement of customer service standards, policies and processes
2. Implement customer service systems
   • Encourage all personnel to consistently implement customer service systems
   • Review customer feedback in consultation with appropriate personnel and analyse when improving work practices
   • Identify customer service problems and make adjustments to ensure continued service quality
   • Communicate adjustments in service delivery to all those involved, within appropriate timeframes
   • Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards
3. Implement team customer service standards
   • Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience
   • Identify resources required to undertake team tasks while meeting required customer service levels

Performance Evidence

Evidence of the ability to:

access, interpret, apply and monitor customer service standards

demonstrate compliance with customer service system and standards

make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers

review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required

make adjustments to improve customer service procedures including:

identifying and responding to problems

communicating with and encouraging staff

coordinate and manage delivery of services and products to meet standards including:

planning and implementing team work activities

managing resources.

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

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

have detailed product / service knowledge

explain the rights and responsibilities of customers and relevant consumer law

outline models of customer service

explain relevant organisational procedures and standards for customer service standards and relationships.

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