Elements and Performance Criteria
- Contribute to quality customer standards.
- Implement customer service systems.
- Personnel are encouraged to consistently implement customer service systems.
- Customer feedback is reviewed in consultation with appropriate personnel and is analysed 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.
- Delivery of services and products is coordinated and managed to ensure they effectively and efficiently meet agreed quality standards.
- Lead customer service team.
- Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve ultimate service potential.
- Team is motivated to achieve high standard of service to customer.
- Team is informed of changes in policies and procedures that affect their relations with customers.
- Team is provided with regular feedback in regard to achievement or non-achievement of standards of customer service.
- Team members are encouraged to contribute feedback in regard to achievement of customer service.
- Training is undertaken as required to meet changing needs.