Application
This unit involves the skills and knowledge required to coordinate quality customer service in accordance with relevant regulations.
It includes planning to meet internal and external customer requirements, ensuring the delivery of quality service and monitoring, adjusting and reporting customer service.
Work is performed under general supervision.
No licensing, legislative or certification 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 | Plan to meet internal and external customer requirements | 1.1 | Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services |
1.2 | Provision is made in plans to achieve the quality, time and costs specifications agreed with customers | ||
2 | Ensure delivery of quality service | 2.1 | Quality, safety, resource and delivery standards are consistently met through individual/team performance |
2.2 | Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards | ||
2.3 | Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards | ||
3 | Monitor, adjust and report customer service | 3.1 | Organisational systems are used to monitor progress in achieving product/service targets and standards |
3.2 | Customer feedback is sought and used to improve the provision of products/services | ||
3.3 | Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups | ||
3.4 | Adjustments/recommendations are made to products/services as required | ||
3.5 | Those who have a role in product/service planning and delivery are informed of changes | ||
3.6 | Records, reports and recommendations are managed in accordance with organisational systems and processes | ||
Evidence of Performance
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include: |
applying relevant agreements, codes of practice or other legislative requirements to work processes applying relevant legislation and workplace procedures communicating and working effectively with others when coordinating quality customer service completing relevant documentation identifying and correctly using equipment, processes and procedures implementing contingency plans modifying activities depending on operational contingencies, risk situations and environments monitoring and prioritising work activities in terms of planned schedule operating electronic communications equipment to required protocol reading, interpreting and following relevant instructions, procedures, information and signs reporting and/or rectifying identified problems, in accordance with regulatory requirements and workplace procedures working systematically with required attention to detail without injury to self or others, or damage to goods or equipment. |
Evidence of Knowledge
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of: |
customer and market characteristics relevant Australian and state/territory standards, regulations and codes of practice requirements of workplace systems, operations and relevant equipment risks involved in workplace operations and related precautions to control risk role of customer service in company profitability workplace procedures and policies for coordinating quality customer service in workplace operations. |
Assessment Conditions
As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.
As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.
Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.
Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.
Resources for assessment include:
a range of relevant exercises, case studies and/or simulations
relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Non-essential conditions can be found in the Companion Volume Implementation Guide.
Sectors
Not applicable.
Competency Field
I – Customer Service