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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
  2. Ensure delivery of quality products and/or services
  3. Monitor, adjust and review customer service

Required Skills

Required skills

communication coaching and mentoring skills to provide support to colleagues

problemsolving skills to deal with complex and nonroutine difficulties

Required knowledge

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 andor 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 following is essential

plans policies or procedures for delivering quality customer service

demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

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

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 techniques

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 andor 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 for example

other units from the Diploma of Management


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.

Customers may be:

Board members

clients, purchasers of services

co-workers, peers and fellow frontline managers

members of the general public who make contact with the organisation, such as prospective purchasers of services

potential funding bodies

supervisors

suppliers of goods and services and contractors providing goods and services

Quality may refer to:

characteristics of a product, system, service or process that meet the requirements of customers and interested parties

Strategies may 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

long-term or short-term plans for monitoring achievement and evaluating effectiveness

policies and procedures

questionnaires, survey and interviews

training and development activities

Resources may include:

buildings/facilities

equipment

finance

information

people

power/energy

technology

time