Manage quality customer service

This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.Operators may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework. At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.


Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.


Not applicable.

Elements and Performance Criteria

1. Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs ofcustomersin planning processes

1.2 Ensure plans achieve thequality, time and cost specifications agreed with customers

2. Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Assist colleagues to overcome difficulty in meeting customer service standards

3. Monitor, adjust and review customer service

3.1 Develop and usestrategiesto monitor progress in achieving product and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3. Develop, procure and useresourceseffectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes

Required Skills

Required skills

analytical skills to identify trends and positions of products and services

communication skills to:

coach and mentor staff and colleagues

monitor and advise on customer service strategies

literacy skills to:

edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

prepare general information and papers according to target audience

read and understand a variety of texts

problemsolving skills to:

deal with customer enquiries or complaints

deal with complex and non-routine difficulties

technology skills to select and use technology appropriate to a task

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

Australian consumer law

ethical principles

codes of practice

privacy laws

financial legislation

occupational health and safety (OHS)

organisational policy and procedures for customer service including handling customer complaints

service standards and best practice models

public relations and product promotion

techniques for dealing with customers, including customers with specific needs

techniques for solving complaints including the principles and techniques involved in the management and organisation of:

customer behaviour

customer needs research

customer relations

ongoing product and/or service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring, managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback.

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:

plans, policies or procedures for delivering quality customer service

demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

knowledge of techniques for solving complaints.

Context of and specific resources for assessment

Assessment must ensure:

access to appropriate documentation and resources normally used in the workplace.

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:

assessment of written reports

demonstration of techniques

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

observation of performance in role plays

evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards

review of strategies developed and used to monitor progress in achieving product and/or service targets and standards

review of records, reports and recommendations about managing customer service.

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.

Customersmay be:

Board members

clients, purchasers of services

coworkers, peers and fellow frontline managers

members of the general public who make contact with the organisation, such as prospective purchasers of services

potential funding bodies


suppliers of goods and services and contractors providing goods and services.

Qualitymay refer to:

characteristics of a product, system, service or process that meet the requirements of customers and interested parties.

Products and servicesmay include:

either products or services




private or public sets of benefits.

Strategiesmay refer to:

databases and other controls to record and compare data over time

electronic feedback mechanisms using intranet, internet and email

feedback forms and other devices to enable communication from customers

longterm or shortterm plans for monitoring achievement and evaluating effectiveness

policies and procedures

questionnaires, survey and interviews

training and development activities.

Resourcesmay include:










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.