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Elements and Performance Criteria

  1. Develop approaches to enhance quality customer service.
  2. Manage the delivery of quality service.
  3. Monitor and adjust customer service.

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

communication skills to provide support and coaching to a customer service team

critical thinking and problemsolving skills to assess the need for and make systemic improvements to address service quality issues

literacy skills to interpret complex information from varied sources and to develop documents that detail service standards systems and procedures

The following knowledge must be assessed as part of this unit

roles and responsibilities of management in ensuring quality service within an organisation

concepts of total quality service and total quality management and their application in a given industry context

role of continuous improvement and benchmarking

methods of implementing quality assurance in the workplace including

establishing and monitoring standards

staff involvement and reward

evaluating customer service

overview of the range of market research techniques used to gain information on customer preferences

legislation that impacts on customer service standards and delivery including relevant requirements under state fair trading legislation

industry schemes that impact on customer service standards and delivery such as accreditation schemes and codes of conduct

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

ability to develop proactive approaches to delivering and monitoring quality customer service within a specific workplace context

knowledge of quality service principles and processes

demonstration of skills through the establishment monitoring and evaluation of service delivery in a workplace context eg managing an event or running a tour

Context of and specific resources for assessment

Assessment must ensure

access to a project or workplace where the candidate is able to demonstrate the full range of required skills

involvement of and interaction with a team for which the candidate is leader

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

evaluation of industry projects managed by the candidate to enhance service delivery in a given operation

evaluation of projects managed by the candidate to create market and deliver a tourism or hospitality service

case studies to address specific service delivery issues in different workplace contexts

oral or written questions to assess knowledge of quality assurance concepts and principles

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Formal and informal research on customer needs may include:

talking to customers

qualitative or quantitative research

seeking feedback from service delivery colleagues

analysis of competitive environment

analysis of industry and market trends.

Changes in internal and external environments affecting quality service planning may include:

management changes

organisational restructures

introduction of new equipment

recruitment practices

technological changes affecting service delivery

changes in the competitive environment

economic climate

trends in customer preferences

introduction of e-business.

Customer service issues and standards may relate to:

response times

service guarantees

pricing guarantees

product quality

document presentation standards

personal presentation standards

complaint management.

Customer service may be provided in various modes, including:

face-to-face

online

by telephone

email or written communication.