Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.
Elements and Performance Criteria
1. Plan to meet internal and external customer requirements
1.1 Investigate, identify, assess, and include the needs of
1.2 Ensure plans achieve the
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 use
3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services
3.3. Develop, procure and use
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
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
deal with customer enquiries or complaints
deal with complex and non-routine difficulties
technology skills to select and use technology appropriate to a task
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
Australian consumer law
codes of practice
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 needs research
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.
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 on
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.
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.
clients, purchasers of services
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.
characteristics of a product, system, service or process that meet the requirements of customers and interested parties.
Products and services
either products or services
private or public sets of benefits.
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
policies and procedures
questionnaires, survey and interviews
training and development activities.
Stakeholder Relations – Customer Service
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.