Application
This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Plan to meet internal and external customer requirements | 1.1 Investigate, identify, assess, and include the needs of customers in planning processes 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers |
2 Ensure delivery of quality products and services | 2.1 Deliver products and services to customer specifications within organisation’s business plan 2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards 2.3 Help colleagues overcome difficulties in meeting customer service standards |
3 Monitor, adjust and review customer service | 3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3 Develop, procure and use resources effectively to provide quality products and services to customers 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and processes |
Evidence of Performance
Evidence of the ability to:
develop and manage organisational systems for quality customer service
develop and review plans, policies and procedures for delivering and monitoring quality customer service
implement policies and procedures to ensure quality customer service
solve complex customer complaints and system problems that lead to poor customer service
monitor and assist teams to meet customer service requirements
develop, procure and use human and physical resources to support quality customer service delivery.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
outline the legislative and regulatory context of the organisation relevant to customer service
describe organisational policy and procedures for customer service including handling customer complaints
identify service standards and best practice models
summarise public relations and product promotion
outline techniques for dealing with customers including customers with specific needs
explain 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/or 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.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
legislation, regulations and codes of practice related to customer service
business technology
workplace documentation and resources
complex customer complaints
case studies and, where possible, real situations
interaction with others.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 2.1, 3.1, 3.2, 3.3, 3.5 | Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organisation’s products and services |
Writing | 1.2, 3.1, 3.2, 3.3, 3.5 | Produces a range of text types to convey information, requirements or recommendations matching style of writing to purpose and audience |
Oral Communication | 1.1, 1.2, 2.1, 2.3, 3.2 | Clearly articulates systems and standards in a team environment using language suitable to diverse audiences Uses listening and questioning techniques to obtain feedback and confirm understanding |
Numeracy | 1.2 | Interprets and comprehends mathematical information in organisation’s business and customer service plans. |
Navigate the world of work | 2.1, 2.2, 3.1, 3.5 | Recognises and applies organisational protocols and meets expectations associated with own work |
Interact with others | 1.1, 2.3, 3.4 | Identifies and uses appropriate conventions and protocols when communicating with colleagues and customers Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes Provides support in field of expertise to team |
Get the work done | 1.1, 1.2, 2.1, 2.2, 3.1-3.5 | Develops and implements plans using logical processes and monitors and evaluates progress against stated goals Accepts responsibility for addressing complex or non-routine difficulties, applying problem solving processes in determining a solution. Uses digital technology to access, organise and present information in a format that meets requirements |
Sectors
Stakeholder Relations – Customer Service