Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation. These managers may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation's policies and procedures framework

At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.

ELEMENT

PERFORMANCE CRITERIA

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/or services

2.1. Deliver products and/or 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. Assist colleagues to overcome difficulty 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/or services

3.3. Develop, procure and use resources effectively to provide quality products and/or services to customers

3.4. Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups

3.5. Manage records, reports and recommendations within the organisation's systems and processes

Required skills

communication, coaching and mentoring skills to provide support to colleagues

problem-solving skills to deal with complex and non-routine difficulties.

Required knowledge

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.

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:

plans, policies or procedures for delivering quality customer service

demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

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 techniques

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

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 usedto monitor progress in achieving product and/or 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, for example:

other units from the Diploma of Management.

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 may be:

Board members

clients, purchasers of services

co-workers, peers and fellow frontline managers

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 may refer to:

characteristics of a product, system, service or process that meet the requirements of customers and interested parties

Strategies may refer to:

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-term or short-term plans for monitoring achievement and evaluating effectiveness

policies and procedures

questionnaires, survey and interviews

training and development activities

Resources may include:

buildings/facilities

equipment

finance

information

people

power/energy

technology

time

Unit sector

Stakeholder Relations - Customer Service

This unit contains employability skills.