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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. Plan to meet internal and external customer requirements
   • Investigate, identify, assess, and include the needs of customers in planning processes
   • Ensure plans achieve the quality, time and cost specifications agreed with customers
2. Ensure delivery of quality products and services
   • Deliver products and services to customer specifications within organisation’s business plan
   • Monitor team performance to consistently meet the organisation’s quality and delivery standards
   • Help colleagues overcome difficulties in meeting customer service standards
3. Monitor, adjust and review customer service
   • Develop and use strategies to monitor progress in achieving product and/or service targets and standards
   • Develop and use strategies to obtain customer feedback to improve the provision of products and services
   • Develop, procure and use resources effectively to provide quality products and services to customers
   • Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
   • Manage records, reports and recommendations within the organisation’s systems and processes

Performance Evidence

Evidence of the ability to:

develop and manage organisational systems for quality customer service

develop and review plans, policies and procedures for delivering and monitoring quality customer service

implement policies and procedures to ensure quality customer service

solve complex customer complaints and system problems that lead to poor customer service

monitor and assist teams to meet customer service requirements

develop, procure and use human and physical resources to support quality customer service delivery.

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:

outline the legislative and regulatory context of the organisation relevant to customer service

describe organisational policy and procedures for customer service including handling customer complaints

identify service standards and best practice models

summarise public relations and product promotion

outline techniques for dealing with customers including customers with specific needs

explain 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/or 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.

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