This unit applies in customer contact environments that administer product and service support or sales, or address information enquiries from consumers.
A multicentre may be operated through extensive open workspaces, with work stations that may include computers and a telephone set/headset connected to a telecom switch.
Multicentres can be independently operated or networked with additional centres and linked to a corporate computer network.
Not applicable.
1. Plan the oversight of a multicentre | 1.1 Assess the nature of the multicentre 1.2 Incorporate needs of customers in planning processes 1.3 Ensure plans achieve the quality, time and cost specifications agreed with customers |
2. Monitor, adjust and review multicentre service | 2.1 Use appropriate strategies to monitor progress in achieving product and service targets and standards 2.2 Use appropriate strategies to obtain customer feedback to improve the provision of products and services 2.3 Develop, procure and use resources to provide quality products and services to customers |
3. Review service | 3.1 Make decisions to overcome problems and to adapt customer service and product delivery in consultation with appropriate individuals and groups 3.2 Assist colleagues to overcome difficulty in meeting customer service standards and to escalate enquiries appropriately 3.3 Manage records, reports and recommendations within the organisation’s systems and processes |
Required skills
communication, coaching and mentoring skills to provide support to colleagues
planning and organising skills to organise customer product and service delivery
problem
self
comply with policies and procedures
seek learning and development opportunities.
Required knowledge
multicentre service requirements
techniques for solving complaints, including the principles and techniques involved in the management and organisation of:
customer behaviour
customer needs research
customer relations
ongoing product and service quality
problem identification and resolution
quality customer service delivery
record keeping and management methods
strategies for monitoring, managing and introducing ways to improve customer service relationships
strategies to obtain customer feedback.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the ability to: deliver quality customer service, incorporating plans, policies and procedures solve complex customer issues and multicentre system problems that lead to poor customer service demonstrate knowledge of techniques for solving complaints. |
Context of and specific resources for assessment | Assessment must ensure access to: appropriate documentation and resources normally used in the workplace. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: assessment of written reports demonstration of service-delivery techniques direct questioning combined with review of portfolios of evidence and third-party workplace reports of on observation of performance in role plays evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards review of strategies developed and used to monitor progress in achieving product and service targets and standards review of records, reports and recommendations about managing customer service. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Nature of the multicentre | independently operated or networked with additional centres a corporate computer network, including mainframes, microcomputers and local area networks (LANs) telephony voice and data pathways linked through computer telephony integration (CTI). |
Customers | board members clients and purchasers of services co members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies supervisors suppliers of goods and services and contractors providing goods and services. |
Quality | characteristics of a product, system, service or process that meet the requirements of customers and interested parties. |
Strategies | databases and other controls to record and compare data over time electronic feedback mechanisms using intranet, internet and email feedback forms and other devices to enable communication from customers long policies and procedures questionnaires, survey and interviews training and development activities. |
Products and services | goods ideas infrastructure private and public sets of benefits. |
Resources | buildings and facilities equipment finance information people power and energy technology time. |
Stakeholder relations – customer service
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.