Elements describe the essential outcomes.

Performance criteria describe what needs to be done to demonstrate achievement of the element.

1. Determine requirements for customer service systems.

1.1 Conduct risk analyses according to legislative requirements.

1.2 Analyse and record management requirements for customer service systems in the property industry.

1.2 Analyse and record compliance requirements and best practice for customer service systems in the property industry.

1.3 Determine and record the roles, responsibilities and processes for managing customer service systems.

1.4 Determine service targets and develop key performance indicators.

2. Manage customer service and complaints resolution systems.

2.1 Develop and maintain effective customer service strategies.

2.2 Develop and record resolution processes for complaints relating to service provision.

2.3 Adjust performance standards to ensure effective customer service.

3. Manage customer service performance.

3.1 Communicate to staff the ethics, culture and performance standards for customer service.

3.2 Facilitate monitoring, reviewing and adjustment of customer service practices.

3.3 Provide regular feedback on achievement or non-achievement of customer service standards.

3.4 Encourage staff to provide feedback on customer service.

3.5 Manage coaching, training and mentoring to assist with changing needs and customer service issues.

4. Manage evaluation of customer service systems.

4.1 Analyse and use customer service feedback to evaluate achievement against performance standards.

4.2 Use evaluation data to implement improvements in customer service.