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Elements and Performance Criteria

1. Determine requirements for customer service systems.
   • Conduct risk analyses according to legislative requirements.
   • Analyse and record management requirements for customer service systems in the property industry.
   • Analyse and record compliance requirements and best practice for customer service systems in the property industry.
   • Determine and record the roles, responsibilities and processes for managing customer service systems.
   • Determine service targets and develop key performance indicators.
2. Manage customer service and complaints resolution systems.
   • Develop and maintain effective customer service strategies.
   • Develop and record resolution processes for complaints relating to service provision.
   • Adjust performance standards to ensure effective customer service.
3. Manage customer service performance.
   • Communicate to staff the ethics, culture and performance standards for customer service.
   • Facilitate monitoring, reviewing and adjustment of customer service practices.
   • Provide regular feedback on achievement or non-achievement of customer service standards.
   • Encourage staff to provide feedback on customer service.
   • Manage coaching, training and mentoring to assist with changing needs and customer service issues.
4. Manage evaluation of customer service systems.
   • Analyse and use customer service feedback to evaluate achievement against performance standards.
   • Use evaluation data to implement improvements in customer service.