Elements and Performance Criteria
- Develop online customer service standards.
- Access and review information on online customer service needs and expectations.
- Research industry best practice and use findings to benchmark the development of online customer service standards.
- Seek input from others to inform the development of online customer service standards.
- Develop online customer service standards that align with existing organisational policies, procedures and brand values.
- Determine online customer service touchpoints and identify required communication technologies.
- Determine performance metrics to evaluate customer service standards.
- Incorporate legal and ethical requirements into the development of online customer service standards
- Ensure consistency between online and offline customer service standards, as required.
- Implement and monitor online customer service standards.
- Communicate online customer service standards and expectations to relevant personnel.
- Ensure availability of resourcing required to maintain online customer service standards.
- Monitor customer service levels to ensure standards are met and take corrective action when standards are not met.
- Provide feedback and support to team members to enhance online customer service standards.
- Take responsibility for resolution of complex and difficult customer interactions.
- Review online customer service standards.
- Review customer feedback, reviews and complaints to assess online customer service provision.
- Use performance metrics to evaluate customer service standards.
- Communicate customer feedback to the team and discuss opportunities for improved customer service provision.
- Identify and address technological and resourcing issues impacting effective customer service provision.
- Adjust customer service standards based on feedback received.