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Elements and Performance Criteria

1. Identify client service standards.
   • Access and interpret client service standards for the workplace.
   • Contribute to the development, refinement and improvement of service policies, standards and processes.
   • Match staff to service client needs, as required.
2. Implement and evaluate client service systems.
   • Monitor implementation of client service systems by staff members.
   • Develop improved work practices after analysis of client feedback.
   • Evaluate client service activities to match organisational quality standards.
   • Take corrective action where necessary as part of continuous improvement strategy.
   • Organise training for staff members where necessary.
   • Maintain records of training undertaken and achieved service levels.
3. Identify client service standards.
   • Access and interpret client service standards for the workplace.
   • Contribute to the development, refinement and improvement of service policies, standards and processes.
   • Match staff to service client needs, as required.
4. Implement and evaluate client service systems.
   • Monitor implementation of client service systems by staff members.
   • Develop improved work practices after analysis of client feedback.
   • Evaluate client service activities to match organisational quality standards.
   • Take corrective action where necessary as part of continuous improvement strategy.
   • Organise training for staff members where necessary.
   • Maintain records of training undertaken and achieved service levels.

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:

develop, evaluate and review practices in at least three of the following client service activities:

quality or delivery of services

quality or delivery of products

hours of operation

equipment provision

facility provision

monitor the delivery and effectiveness of client service systems over three service periods

develop comprehensive policies and procedures for client service standards relating to at least five of the following:

complaint procedures

organisational report forms

quality systems, standards and guidelines

procedures manuals

product or service manuals, labels and instructions

staff appearance and presentation requirements

continuous quality improvement

product quality

response times

staff training for:

customer service

technical skills.

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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

the specific industry sector:

professional service standards for service industry personnel

attitudes and attributes expected by the service industries to work with customers

roles and responsibilities of management, supervisors and operational personnel in providing quality client service

sources of information on current service trends and changes that affect service delivery

methods of implementing quality service provision:

developing, implementing and monitoring customer service policies and procedures

involving staff in the development of client service practices

evaluating staff and customer feedback

methods of monitoring, measuring and evaluating:

customer satisfaction

business performance

objectives, components and comprehensive details of consumer protection laws that relate to client service activities, and the business’ responsibility for:

nominating and charging cancellation fees

providing information on potential price increases

providing refunds

supplying products as described or substituting suitable products when unable

a range of formats for and content of policies and procedures.

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