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Evidence Guide: SIRXCEG004 - Create a customer-centric culture

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Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SIRXCEG004 - Create a customer-centric culture

What evidence can you provide to prove your understanding of each of the following citeria?

Promote a customer focused culture.

  1. Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.
  2. Promote customer service standards within the team and encourage ownership over delivery of service standards.
  3. Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.
Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Promote customer service standards within the team and encourage ownership over delivery of service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Foster the customer culture.

  1. Ensure adequate team resourcing to ensure delivery on customer service standards.
  2. Monitor customer service and take action when standards are not met.
  3. Provide feedback to team on their ability to meet customer service standards.
  4. Provide coaching to team members to enhance customer service delivery.
Ensure adequate team resourcing to ensure delivery on customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor customer service and take action when standards are not met.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide feedback to team on their ability to meet customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide coaching to team members to enhance customer service delivery.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor and adjust customer service.

  1. Seek feedback from team and customers on customer service standards.
  2. Review customer trends and demands and seek opportunities to enhance customer experience based on findings.
  3. Develop and document customer service improvement plans in consultation with the team.
Seek feedback from team and customers on customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Review customer trends and demands and seek opportunities to enhance customer experience based on findings.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop and document customer service improvement plans in consultation with the team.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Promote a customer focused culture.

1.1.Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.

1.2.Promote customer service standards within the team and encourage ownership over delivery of service standards.

1.3.Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.

2. Foster the customer culture.

2.1.Ensure adequate team resourcing to ensure delivery on customer service standards.

2.2.Monitor customer service and take action when standards are not met.

2.3.Provide feedback to team on their ability to meet customer service standards.

2.4.Provide coaching to team members to enhance customer service delivery.

3. Monitor and adjust customer service.

3.1.Seek feedback from team and customers on customer service standards.

3.2.Review customer trends and demands and seek opportunities to enhance customer experience based on findings.

3.3.Develop and document customer service improvement plans in consultation with the team.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Promote a customer focused culture.

1.1.Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.

1.2.Promote customer service standards within the team and encourage ownership over delivery of service standards.

1.3.Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.

2. Foster the customer culture.

2.1.Ensure adequate team resourcing to ensure delivery on customer service standards.

2.2.Monitor customer service and take action when standards are not met.

2.3.Provide feedback to team on their ability to meet customer service standards.

2.4.Provide coaching to team members to enhance customer service delivery.

3. Monitor and adjust customer service.

3.1.Seek feedback from team and customers on customer service standards.

3.2.Review customer trends and demands and seek opportunities to enhance customer experience based on findings.

3.3.Develop and document customer service improvement plans in consultation with the team.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

monitor and review customer service standards, on three different occasions, and document a plan to improve customer service standards based on observations

demonstrate the following approaches to promoting a customer-centric culture:

role-modelling customer service standards

observing standard of customer service delivery

coaching team members towards improvement

identifying and rectifying customer service delivery issues.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service:

customer expectations

enhancing customer experience

techniques for:

coaching others

providing performance feedback

seeking feedback

monitoring and reviewing customer services standards

improving customer service standards

organisational customer services standards:

professional service standards

designated response times

customer service procedures

resources required to deliver on customer service standards

commercial impact of:

quality customer service

poor customer service

positive and negative customer reviews

value and role of customer feedback in improving service delivery.