Coordinate implementation of customer service strategies

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. Operators may have responsibility to provide guidance or to delegate aspects of these tasks to others.


This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems.


Not applicable.

Elements and Performance Criteria

1. Advise on customer service needs

1.1 Clarify and accurately assesscustomer needsusing appropriatecommunication techniques

1.2 Diagnose problems matching service delivery tocustomersand develop options for improved service withinorganisational requirements

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery

1.4 Usebusiness technologyand/oronline servicesto structure and present information on customer service needs

2. Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted todesignated individuals and groups

2.2 Identify and allocate available budget resources to fulfil customer service objectives

2.3 Promptly actionprocedures to resolve customer difficultiesandcomplaintswithin organisational requirements

2.4 Ensure that decisions to implementstrategiesare taken in consultation with designated individuals and groups

3. Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups

3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

Required Skills

Required skills

communication skills to

communicate effectively with personnel and clients at all levels

articulate customer service strategies

interpersonal skills to:

build relationships with customers

establish rapport

literacy skills to:

prepare general information and papers

read a variety of texts

write formal and informal letters according to target audience

planning skills to develop implementation schedules

problemsolving skills to diagnose organisational problems relating to customer services

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

environmental issues

occupational health and safety (OHS)

principles of customer service

organisational business structure, products and services

product and service standards and best practice models.

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

identifying needs and priorities of the organisation in delivering services to customers

responding to and reporting on customer feedback

designing strategies to improve delivery of products and services

knowledge of the principles of customer service.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of customer complaints, feedback and strategies.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

review of documentation reporting changes necessary to maintain service standards

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of customer service techniques and strategies

review of systems, records and reporting procedures to compare changes in customer satisfaction.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customer needsmay relate to:

accuracy of information

advice or general information



further information

making an appointment


purchasing organisation’s products and services

returning organisation’s products and services

specific information.

Communication techniquesmay include:

analysing customer satisfaction surveys

analysing quality assurance data

conducting interviews

consultation methods, techniques and protocols

making recommendations

obtaining management decisions


seeking feedback to confirm understanding

summarising and paraphrasing.

Customersmay include:

corporate customers

individual members of the organisation

individual members of the public

internal or external

other agencies.

Organisational requirementsmay include:

access and equity principles and practice

antidiscrimination and related policy

confidentiality and security requirements

defined resource parameters

ethical standards

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

OHS policies, procedures and programs

payment and delivery options

pricing and discount policies

quality and continuous improvement processes and standards

quality assurance and/or procedures manuals

replacement and refund policy and procedures

who is responsible for products or services.

Business technologymay include:

answering machine



fax machine





Online servicesmay include:

access to product database by customers online

access to purchase, delivery and account records

contact centre

online ordering

online payments

online registration

quick/reasonable response

twoway communication online.

Designated individuals and groupsmay include:




external organisation

line management


Procedures to resolve customer difficultiesmay include:

external agencies (e.g. Ombudsman)

item replacement

referrals to supervisor

refund of monies

review of products or services

using conflict management techniques.

Customer complaintsmay include:

administrative errors such as incorrect invoices or prices

customer satisfaction with service quality

damaged goods or goods not delivered

delivery errors

products not delivered on time

service errors

specific ebusiness problems and issues:

difficulty accessing services

inactive links

not appreciating differing hardware and software

services not available

supply errors such as incorrect product delivered

time taken to access services

unfriendly website design

website faults

warehouse or store room errors such as incorrect product delivered.

Customer servicestrategiesmay include:


delivery times

merchandise characteristics

price offers

product/refund guarantees

product/service availability.


Stakeholder Relations – Customer Service

Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.