Application
This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.
The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.
This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Develop quality customer service practices. | 1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research. 1.2.Provide opportunities for customers and staff to give feedback on products and services. 1.3.Review changes in internal and external environments and integrate findings into planning for quality service. 1.4.Provide opportunities for staff to participate in development of customer service practices. 1.5.Develop policies and procedures for quality service provision. |
2. Manage delivery of quality service. | 2.1.Communicate policies, procedures and expectations to staff. 2.2.Make policies readily available to customers and staff. 2.3.Monitor customer service in the workplace to ensure standards are met. 2.4.Initiate staff training to enhance customer service. 2.5.Take responsibility for service outcomes and dispute resolution. 2.6.Act as a positive role model for professional standards expected of service industry personnel. |
3. Monitor and adjust customer service. | 3.1.Seek ongoing feedback from staff and customers to improve performance. 3.2.Assess effectiveness of customer service practices. 3.3.Identify systemic customer service problems and adjust policies and procedures to improve service quality. 3.4.Develop, document and communicate new approaches to customer service to staff involved in service delivery. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards
implement and monitor practices for quality customer service in line with above policies and procedures over four service periods
evaluate practices for quality service provision and identify any failings
review policies and procedures, adjust as necessary, and communicate any new practices to staff.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
principles of quality customer service
specific industry sector:
professional service standards for service industry personnel
attitudes and attributes expected by the service industries to work with customers
roles and responsibilities of management, supervisors and operational personnel in providing quality service
sources of information on current service trends and changes that affect service delivery
internal and external environmental changes and their effect on planning for quality customer service:
changes in the competitive environment
economic climate
introduction of new technologies or equipment
management changes and organisational restructures
recruitment practices
trends in customer service preferences
methods of formal and informal customer research:
analysis of competitive environment and industry service trends
customer service surveys
customer focus groups
qualitative or quantitative research
seeking feedback from service delivery colleagues
questioning customers
methods of implementing quality service provision:
developing, implementing and monitoring customer service policies and procedures
involving staff in the development of customer service practices
evaluating staff and customer feedback
methods of assessing the effectiveness of customer service practices:
examining overall business performance
monitoring the ongoing effectiveness of:
staff in meeting customer service standards
policies and procedures in explaining practices
reviewing numbers and nature of:
complaints
disputes
responses of customers
reviewing customer satisfaction survey statistics
methods of obtaining feedback from customers:
customer service discussions with employees during the course of each business day
discussions with customers
formal customer interviews
regular staff meetings that involve service discussions
seeking staff suggestions for content of customer service policies and procedures
surveys of internal customers, external customers and staff
improvements suggested by:
customers involved in complaints or disputes
suppliers
staff, supervisors and managers
industry schemes, accreditation schemes and codes of conduct aimed at improving customer service
areas where organisational policies and procedures assist in ensuring quality customer service:
acknowledging and greeting customers
complaint and dispute management
authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
loyalty programs
presentation standards for customer environment and customer service personnel
pricing and service guarantees
product quality
refunds and cancellation fees
response times
staff training for:
customer service
technical skills
objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility for:
nominating and charging cancellation fees
providing information on potential price increases
providing refunds
supplying products as described or substituting suitable products when unable
formats for and content of policies and procedures.
Assessment Conditions
Skills must be demonstrated in an operational business environment for which tailored customer service practices are required. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
current plain English regulatory documents distributed by government consumer protection regulators
codes of practice and standards for customer service issued by industry groups
sources of information on customer needs, complaints and feedback
customer surveys and feedback collection tools and templates
team members with whom the individual can interact; these can be:
staff in an industry workplace during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | interpret customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery research customer service requirements. |
Writing skills to: | produce comprehensive yet easily accessible policies and procedures that provide service expectations. |
Oral communication skills to: | discuss customer service needs with staff and customers. |
Numeracy skills to: | calculate and interpret customer satisfaction statistics and business performance data. |
Learning skills to: | contribute to change management in workplace customer service. |
Problem-solving skills to: | allow for a rational and logical evaluation of the characteristics and needs of the organisation in order to design tailored customer service practices. |
Planning and organising skills to: | plan for, establish and regularly monitor all components of the customer service system. |
Self-management skills to: | take responsibility for customer service outcomes. |
Technology skills to: | use software to analyse customer satisfaction data. |
Sectors
Cross-Sector
Competency Field
Client and Customer Service