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Elements and Performance Criteria

1. Promote a customer focused culture.
   • Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.
   • Promote customer service standards within the team and encourage ownership over delivery of service standards.
   • Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.
2. Foster the customer culture.
   • Ensure adequate team resourcing to ensure delivery on customer service standards.
   • Monitor customer service and take action when standards are not met.
   • Provide feedback to team on their ability to meet customer service standards.
   • Provide coaching to team members to enhance customer service delivery.
3. Monitor and adjust customer service.
   • Seek feedback from team and customers on customer service standards.
   • Review customer trends and demands and seek opportunities to enhance customer experience based on findings.
   • Develop and document customer service improvement plans in consultation with the team.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

monitor and review customer service standards, on three different occasions, and document a plan to improve customer service standards based on observations

demonstrate the following approaches to promoting a customer-centric culture:

role-modelling customer service standards

observing standard of customer service delivery

coaching team members towards improvement

identifying and rectifying customer service delivery issues.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service:

customer expectations

enhancing customer experience

techniques for:

coaching others

providing performance feedback

seeking feedback

monitoring and reviewing customer services standards

improving customer service standards

organisational customer services standards:

professional service standards

designated response times

customer service procedures

resources required to deliver on customer service standards

commercial impact of:

quality customer service

poor customer service

positive and negative customer reviews

value and role of customer feedback in improving service delivery.

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