Application

This unit course describes the 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.

It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

Performance Evidence

Evidence of the ability to:

• develop and manage organisational systems for quality customer service
• develop and review plans, policies and procedures for delivering and monitoring quality customer service
• implement policies and procedures to ensure quality customer service
• solve complex customer complaints and system problems that lead to poor customer service
• monitor and assist teams to meet customer service requirements
• develop, procure and use human and physical resources to support quality customer service delivery.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

• outline the legislative and regulatory context of the organisation relevant to customer service
• describe organisational policy and procedures for customer service including handling customer complaints
• identify service standards and best practice models
• summarise public relations and product promotion
• outline techniques for dealing with customers including customers with specific needs
• explain 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.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

• legislation, regulations and codes of practice related to customer service
• business technology
• workplace documentation and resources
• complex customer complaints
• case studies and, where possible, real situations
• interaction with others.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.