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Elements and Performance Criteria

1. Contribute to quality customer standards.
   • Customer service standards are accessed, interpreted, applied and monitored in the workplace.
   • Contributions are made to developing, refining and improving customer service policies, standards and processes.
2. Implement customer service systems.
   • Personnel are encouraged to consistently implement customer service systems of organisation.
   • Customer feedback is reviewed and considered when improving work practices.
   • Customer service problems are identified and adjustments made to ensure continued service quality.
   • Adjustments are communicated to all those involved in service delivery within appropriate timeframes.
   • Services and products are delivered according to organisational quality standards.
3. Lead a customer service team.
   • Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve service potential.
   • Team is motivated to achieve high standard of service to customers.
   • Team is informed of changes in policies and procedures that affect relations with customers.
   • Team is provided with regular feedback in regard to achievement or non-achievement of organisational standards of customer service.
   • Team members are encouraged to contribute feedback in regard to achievement of customer service standards.
   • Training is undertaken as required to meet changing needs.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.
Customers must include:	customers from a range of social, cultural and ethnic backgrounds customers with routine and special requests customers with varying physical and mental abilities internal and external customers regular and new customers.
Customer feedback must include:	analysis of quality assurance data reports feedback directly solicited from customers through different means, including: questionnaires telephone surveys face-to-face surveys online surveys.

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Performance Evidence

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also lead the implementation of one customer service initiative in a property-related business designed to improve customer service in one of the following areas:

business broking

livestock sales and auctions

property management

property sales

strata community management.

In doing the above, the person must:

develop and implement improved customer service procedures

ensure staff are adequately trained to deliver customer service to agreed organisational standards

identify customer service requirements and ensure they are delivered to a professional standard in an appropriate timeframe

apply knowledge of organisation’s practices, ethical standards and legislative requirements associated with implementing customer service policies and procedures

obtain and give constructive feedback on customer service strategies.

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Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

organisational quality and customer service standards

organisational policies and procedures for customer service

principles and techniques for managing customer behaviour, including:

customer relations

maintaining product and service quality

identifying and resolving problems

researching customer needs

range of analysis techniques to interpret data on customer service

key requirements of federal, state or territory legislation and local government regulations relating to:

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

privacy

property sales, leasing and management

strata community management

work health and safety (WHS).

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