This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems.
Not applicable.
1. Advise on customer service needs | 1.1 Clarify and accurately assess 1.2 Diagnose problems matching service delivery to 1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery 1.4 Use |
2. Support implementation of customer service strategies | 2.1 Ensure customer service strategies and opportunities are promoted to 2.2 Identify and allocate available budget resources to fulfil customer service objectives 2.3 Promptly action 2.4 Ensure that decisions to implement |
3. Evaluate and report on customer service | 3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements 3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups 3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies 3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction |
Required skills
communication skills to
communicate effectively with personnel and clients at all levels
articulate customer service strategies
interpersonal skills to:
build relationships with customers
establish rapport
literacy skills to:
prepare general information and papers
read a variety of texts
write formal and informal letters according to target audience
planning skills to develop implementation schedules
problem
self
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
Required knowledge
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
anti
ethical principles
codes of practice
privacy laws
environmental issues
occupational health and safety (OHS)
principles of customer service
organisational business structure, products and services
product and service standards and best practice models.
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 following is essential: identifying needs and priorities of the organisation in delivering services to customers responding to and reporting on customer feedback designing strategies to improve delivery of products and services knowledge of the principles of customer service. |
Context of and specific resources for assessment | Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources examples of customer complaints, feedback and strategies. |
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: direct questioning combined with review of portfolios of evidence and third party workplace reports of on review of documentation reporting changes necessary to maintain service standards analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of customer service techniques and strategies review of systems, records and reporting procedures to compare changes in customer satisfaction. |
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.
Customer needs | accuracy of information advice or general information complaints fairness/politeness further information making an appointment prices/value purchasing organisation’s products and services returning organisation’s products and services specific information. |
Communication techniques | analysing customer satisfaction surveys analysing quality assurance data conducting interviews consultation methods, techniques and protocols making recommendations obtaining management decisions questioning seeking feedback to confirm understanding summarising and paraphrasing. |
Customers | corporate customers individual members of the organisation individual members of the public internal or external other agencies. |
Organisational requirements | access and equity principles and practice anti confidentiality and security requirements defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurance and/or procedures manuals replacement and refund policy and procedures who is responsible for products or services. |
Business technology | answering machine binder computer fax machine photocopier printer shredder telephone. |
Online services | access to product database by customers online access to purchase, delivery and account records contact centre online ordering online payments online registration quick/reasonable response two |
Designated individuals and groups | colleagues committee customers external organisation line management supervisor. |
Procedures to resolve customer difficulties | external agencies (e.g. Ombudsman) item replacement referrals to supervisor refund of monies review of products or services using conflict management techniques. |
Customer complaints | administrative errors such as incorrect invoices or prices customer satisfaction with service quality damaged goods or goods not delivered delivery errors products not delivered on time service errors specific e difficulty accessing services inactive links not appreciating differing hardware and software services not available supply errors such as incorrect product delivered time taken to access services unfriendly website design website faults warehouse or store room errors such as incorrect product delivered. |
Customer service | courtesy/politeness delivery times merchandise characteristics price offers product/refund guarantees product/service availability. |
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.