Elements and Performance Criteria
- Develop quality customer service practices.
- Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
- Provide opportunities for customers and staff to give feedback on products and services.
- Review changes in internal and external environments and integrate findings into planning for quality service.
- Provide opportunities for staff to participate in development of customer service practices.
- Develop policies and procedures for quality service provision.
- Manage delivery of quality service.
- Communicate policies, procedures and expectations to staff.
- Make policies readily available to customers and staff.
- Monitor customer service in the workplace to ensure standards are met.
- Initiate staff training to enhance customer service.
- Take responsibility for service outcomes and dispute resolution.
- Act as a positive role model for professional standards expected of service industry personnel.
- Monitor and adjust customer service.
- Seek ongoing feedback from staff and customers to improve performance.
- Assess effectiveness of customer service practices.
- Identify systemic customer service problems and adjust policies and procedures to improve service quality.
- Develop, document and communicate new approaches to customer service to staff involved in service delivery.