Application
This unit applies to frontline managers, including team leaders and supervisors, who have responsibility for seeing that a customer service system and customer service standards are implemented.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Contribute to quality customer service standards | 1.1 Access, interpret, apply and monitor customer 1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes |
2. Implement customer service systems | 2.1 Encourage all personnel to consistently implement customer service systems 2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices 2.3 Identify 2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes 2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards |
3. Implement team customer service standards | 3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience 3.2 Identify resources required to undertake team tasks while meeting required customer service levels |
Required Skills
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to:
direct others with regard to customer services standards
explain the system and standards to the work team
information management skills to summarise information verbally and non
literacy and numeracy skills to:
interpret product and service features or sales data
read a variety of texts to prepare general information and papers
summarise information obtained from a variety of verbal and non-verbal sources
write formal and informal text
numeracy skills to analyse data, and to compare time lines and promotional costs against budgets
problem
address problems and ensure service standards are met
develop solutions unique to a customer
modify customer service standards when required
self
comply with policies and procedures
seek learning and development opportunities.
Required knowledge
detailed product and service knowledge
models of customer service
relevant organisational procedures and standards for customer service relationships.
Evidence Required
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: compliance with customer service system and standards recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers knowledge of customer service models. |
Context of and specific resources for assessment | Assessment must ensure: access to workplace documents. |
Method of assessment | The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on observation of presentations oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships evaluation of documentation reviewing customer feedback review of documentation identifying customer service problems review of team and work activities plan. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCUS401B Coordinate implementation of customer service strategies BSBCUS402B Address customer needs. |
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, 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.
Customers | customers with routine or special requests internal and external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers. |
Organisational standards, policies and procedures | continuous quality improvement cycle – plan/do/check/act procedural manuals product and service manuals, labels, instructions quality systems, standards and guidelines requirements for staff appearance and presentation. |
Customer service problems | breakages or faults damaged stock delays in delivery of products or services missing parts or components poor service provision of poor advice or information. |
Sectors
Stakeholder Relations – Customer Service
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.