Develop online customer service standards

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIRXCEG007, 'Develop online customer service standards'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Develop online customer service standards' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

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.