Unit of competency details

Unit descriptor 

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.

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

Application of the unit 

This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Prerequisite units 

Employability skills 

This unit contains employability skills.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

ELEMENT 

PERFORMANCE CRITERIA 

1. Advise on customer service needs

1.1. Clarify and accurately assess customer needs  using appropriate communication techniques 

1.2. Diagnose problems matching service delivery to customers  and develop options for improved service within organisational requirements 

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

1.4. Use business technology  and/or online services  to 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 to designated individuals and groups 

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

2.3. Promptly action procedures to resolve customer difficulties  and complaints  within organisational requirements

2.4. Ensure that decisions to implement strategies  are 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 AND KNOWLEDGE 

This section describes the skills and knowledge required for this unit.

Required skills 

• literacy skills to read a variety of texts, to prepare general information and papers, and to write formal and informal letters according to target audience
• planning skills to develop implementation schedules
• problem-solving skills to diagnose organisational problems relating to customer services.

Required knowledge 

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

• anti-discrimination 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 GUIDE 

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 on-the-job 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, for example:

• sales units
• other customer service units.

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 needs  may relate to:

• accuracy of information
• advice or general information
• complaints
• fairness/politeness
• further information
• making an appointment
• prices/value
• purchasing organisation's products and services
• returning organisation's products and services
• specific information

Communication techniques  may include:

• analysing customer satisfaction surveys
• analysing quality assurance data
• conducting interviews
• consultation methods, techniques and protocols
• making recommendations
• obtaining management decisions
• questioning
• seeking feedback to confirm understanding
• summarising and paraphrasing

Customers  may include:

• corporate customers
• individual members of the organisation
• individual members of the public
• internal or external
• other agencies

Organisational requirements  may include:

• access and equity principles and practice
• anti-discrimination 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 technology  may include:

• answering machine
• binder
• computer
• fax machine
• photocopier
• printer
• shredder
• telephone

Online services  may include:

• access to product database by customers online
• access to purchase, delivery and account records
• call/contact centre
• online ordering
• online payments
• online registration
• quick/reasonable response
• two-way communication online

Designated individuals and groups  may include:

• colleagues
• committee
• customers
• external organisation
• line management
• supervisor

Procedures to resolve customer difficulties  may include:

• external agencies (e.g. Ombudsman)
• item replacement
• referrals to supervisor
• refund of monies
• review of products or services
• using conflict management techniques

Customer complaints  may 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 e-business 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 service strategies  may include:

• courtesy/politeness
• delivery times
• merchandise characteristics
• price offers
• product/refund guarantees
• product/service availability

Unit sector 

Competency field 

Stakeholder Relations - Customer Service

Co-requisite units