Elements and Performance Criteria
- Develop approaches to enhance quality customer service.
- Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
- Provide opportunities for customers and colleagues to provide feedback on products and services.
- Review changes in internal and external environments and integrate findings into planning for quality service.
- Provide opportunities for colleagues to participate in the customer service planning process.
- Develop standards and plans to address key quality service issues.
- Manage the delivery of quality service.
- Communicate customer service issues, standards and expectations clearly to colleagues.
- Provide colleagues with access to information on service standards and delivery.
- Use coaching to assist colleagues to deal with customer service issues and take responsibility for service outcomes.
- Monitor customer service in the workplace according to organisation policies and procedures to ensure standards are met.
- Monitor and adjust customer service.
- Seek feedback from customers on an ongoing basis and use this to improve performance where applicable.
- Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.
- Communicate new approaches to all those involved in service delivery within appropriate timeframes.