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Evidence Guide: SIRXCEG007 - Develop online customer service standards

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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

 

SIRXCEG007 - Develop online customer service standards

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

Develop online customer service standards.

  1. Access and review information on online customer service needs and expectations.
  2. Research industry best practice and use findings to benchmark the development of online customer service standards.
  3. Seek input from others to inform the development of online customer service standards.
  4. Develop online customer service standards that align with existing organisational policies, procedures and brand values.
  5. Determine online customer service touchpoints and identify required communication technologies.
  6. Determine performance metrics to evaluate customer service standards.
  7. Incorporate legal and ethical requirements into the development of online customer service standards
  8. Ensure consistency between online and offline customer service standards, as required.
Access and review information on online customer service needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research industry best practice and use findings to benchmark the development of online customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek input from others to inform the development of online customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop online customer service standards that align with existing organisational policies, procedures and brand values.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine online customer service touchpoints and identify required communication technologies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine performance metrics to evaluate customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate legal and ethical requirements into the development of online customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure consistency between online and offline customer service standards, as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement and monitor online customer service standards.

  1. Communicate online customer service standards and expectations to relevant personnel.
  2. Ensure availability of resourcing required to maintain online customer service standards.
  3. Monitor customer service levels to ensure standards are met and take corrective action when standards are not met.
  4. Provide feedback and support to team members to enhance online customer service standards.
  5. Take responsibility for resolution of complex and difficult customer interactions.
Communicate online customer service standards and expectations to relevant personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure availability of resourcing required to maintain online customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor customer service levels to ensure standards are met and take corrective action when standards are not met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback and support to team members to enhance online customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take responsibility for resolution of complex and difficult customer interactions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review online customer service standards.

  1. Review customer feedback, reviews and complaints to assess online customer service provision.
  2. Use performance metrics to evaluate customer service standards.
  3. Communicate customer feedback to the team and discuss opportunities for improved customer service provision.
  4. Identify and address technological and resourcing issues impacting effective customer service provision.
  5. Adjust customer service standards based on feedback received.
Review customer feedback, reviews and complaints to assess online customer service provision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use performance metrics to evaluate customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate customer feedback to the team and discuss opportunities for improved customer service provision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address technological and resourcing issues impacting effective customer service provision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust customer service standards based on feedback received.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCECRITERIA

Elements describe the essential outcomes.

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

1. Develop online customer service standards.

1.1. Access and review information on online customer service needs and expectations.

1.2. Research industry best practice and use findings to benchmark the development of online customer service standards.

1.3. Seek input from others to inform the development of online customer service standards.

1.4. Develop online customer service standards that align with existing organisational policies, procedures and brand values.

1.5. Determine online customer service touchpoints and identify required communication technologies.

1.6. Determine performance metrics to evaluate customer service standards.

1.7. Incorporate legal and ethical requirements into the development of online customer service standards

1.8. Ensure consistency between online and offline customer service standards, as required.

2. Implement and monitor online customer service standards.

2.1. Communicate online customer service standards and expectations to relevant personnel.

2.2. Ensure availability of resourcing required to maintain online customer service standards.

2.3. Monitor customer service levels to ensure standards are met and take corrective action when standards are not met.

2.4. Provide feedback and support to team members to enhance online customer service standards.

2.5. Take responsibility for resolution of complex and difficult customer interactions.

3. Review online customer service standards.

3.1. Review customer feedback, reviews and complaints to assess online customer service provision.

3.2. Use performance metrics to evaluate customer service standards.

3.3. Communicate customer feedback to the team and discuss opportunities for improved customer service provision.

3.4. Identify and address technological and resourcing issues impacting effective customer service provision.

3.5. Adjust customer service standards based on feedback received.

Required Skills and Knowledge

ELEMENTS

PERFORMANCECRITERIA

Elements describe the essential outcomes.

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

1. Develop online customer service standards.

1.1. Access and review information on online customer service needs and expectations.

1.2. Research industry best practice and use findings to benchmark the development of online customer service standards.

1.3. Seek input from others to inform the development of online customer service standards.

1.4. Develop online customer service standards that align with existing organisational policies, procedures and brand values.

1.5. Determine online customer service touchpoints and identify required communication technologies.

1.6. Determine performance metrics to evaluate customer service standards.

1.7. Incorporate legal and ethical requirements into the development of online customer service standards

1.8. Ensure consistency between online and offline customer service standards, as required.

2. Implement and monitor online customer service standards.

2.1. Communicate online customer service standards and expectations to relevant personnel.

2.2. Ensure availability of resourcing required to maintain online customer service standards.

2.3. Monitor customer service levels to ensure standards are met and take corrective action when standards are not met.

2.4. Provide feedback and support to team members to enhance online customer service standards.

2.5. Take responsibility for resolution of complex and difficult customer interactions.

3. Review online customer service standards.

3.1. Review customer feedback, reviews and complaints to assess online customer service provision.

3.2. Use performance metrics to evaluate customer service standards.

3.3. Communicate customer feedback to the team and discuss opportunities for improved customer service provision.

3.4. Identify and address technological and resourcing issues impacting effective customer service provision.

3.5. Adjust customer service standards based on feedback received.

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 industry best practice for online customer service standards and use findings to develop online customer service standards for one organisation, detailing:

online customer service procedures

complaints resolution procedures

customer service touch-points

performance metrics

review online customer service standards across a three-month period, evaluate performance, and adjust customer service standards based on findings.

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

key legal and ethical considerations as related to customer service standards:

Australian Consumer Law

copyright

privacy

codes of practice

security

principles of customer service and their application in an online environment

industry standards for best practice online customer service standards

current technologies and touch-points used for the provision of online customer service

key inclusions of online customer service standards:

online customer service procedures

complaints resolution procedures

customer service touch-points

performance metrics

performance metrics available to measure customer service standards

commercial impact of customer service provision, both positive and negative.