This unit requires a demonstrated ability to coordinate a customer service team, provide accurate feedback to management on operational and procedural matters related to customer service, and supervise the resolution of customer complaints according to store policy. Those with managerial responsibility undertake this role.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Implement customer service standards.

1.1

Monitor service standards according to store policy.

1.2

Identify deficiencies in service and take action as required according to store policy.

1.3

Convey store and legislative policy and procedures in relation to customer service provision to team members.

1.4

Give feedback on quality of service provision to team members and management on a regular basis.

2

Implement store policy regarding customer complaints.

2.1

Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.

2.2

Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.

2.3

Satisfy customers' special needs where appropriate according to store policy.

3

Communicate with management.

3.1

Refer to management current store policies on customer service issues that may affect the operation of the department or section.

3.2

Provide operational information to management and other supervisors in order to facilitate customer service planning.

4

Lead customer service team.

4.1

Interpret store policy and procedures and apply to store operation.

4.2

Motivate team to achieve a high standard of service to customers.

4.3

Ensure team access to current information on staff issues and operations.

4.4

Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.

4.5

Inform team of changes in store service policy and procedures that affect their roles and responsibilities.

4.6

Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets.

4.7

Encourage team members to contribute feedback in regard to achievement of performance targets.

4.8

Handle routine problems using appropriate problem-solving techniques and refer to management if required.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills, including:

giving feedback

coaching

performance analysis

questioning, listening and observation

group presentation

team motivation

negotiation

team leadership

verbal and non-verbal communication

literacy skills in regard to:

completing a proforma for feedback to management

reading and interpreting store policy and procedures.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

customer service

customer complaints about products or individual staff

staff supervision

monitoring team performance

discipline

grievance handling

allocating duties and responsibilities

meetings

store appraisal

merchandise and service range of the store

lines of communication to staff and management

relevant legislation and statutory requirements

relevant industry codes of practice

interpersonal communication techniques.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

proactively coordinates a team in the provision of quality customer service according to store policy by:

consulting with staff

allocating tasks

conveying relevant information

applying store policy

monitoring performance

identifying deficiencies

providing feedback

motivating staff

solving routine problems

provides accurate feedback to management on operational and procedural matters related to provision of customer service

supervises the resolution of customer complaints according to store policy.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail environment

relevant documentation, such as:

store policy and procedures manuals

reporting proformas

legislation and statutory requirements

industry codes of practice

a range of customers with different requirements

a client service team.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

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 in the performance criteria is detailed below.

Service standards may apply to:

all store activities

internal and external customers.

Store policy may relate to:

customer service

staff supervision

dealing with customer complaints.

Legislative policies and procedures may include:

Trade Practices Act

tobacco laws

lottery legislation

liquor licensing regulations

sale of X and R rated products

sale of second-hand goods

trading hours

transport, storage and handling of goods.

Teams may include:

small work teams

store team

corporate team.

Feedback may include:

verbal reports

written reports

presentations

informal and formal meetings.

Customers may include:

new and existing customers

internal or external customers

customers with a range of social, cultural and ethnic backgrounds and physical and mental abilities

customers with routine or special needs.

Operational information may include:

varying levels of staff training

routine or busy trading times

sales trends.

Problem solving may be affected by:

store policy and procedures

resource implications.

Sector

Cross-Sector

Client and Customer Service

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.