Unit of competency details

Unit descriptor 

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.

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

Application of the unit 

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

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. Plan to meet internal and external customer requirements

1.1. Investigate, identify, assess, and include the needs of customers  in planning processes

1.2. Ensure plans achieve the quality , time and cost specifications agreed with customers

2. Ensure delivery of quality products and/or services

2.1. Deliver products and/or 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 strategies  to 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/or services

3.3. Develop, procure and use resources  effectively to provide quality products and/or services to customers

3.4. Make decisions to overcome problems and to adapt customer services, products and/or 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 AND KNOWLEDGE 

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

Required skills 

• communication, coaching and mentoring skills to provide support to colleagues
• problem-solving skills to deal with complex and non-routine difficulties.

Required knowledge 

• 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 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:

• 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-the-job 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 usedto 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, for example:

• other units from the Diploma of Management.

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.

Customers  may be:

• Board members
• clients, purchasers of services
• co-workers, 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
• supervisors
• suppliers of goods and services and contractors providing goods and services

Quality  may refer to:

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

Strategies  may 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
• long-term or short-term plans for monitoring achievement and evaluating effectiveness
• policies and procedures
• questionnaires, survey and interviews
• training and development activities

Resources  may include:

• buildings/facilities
• equipment
• finance
• information
• people
• power/energy
• technology
• time

Unit sector 

Competency field 

Stakeholder Relations - Customer Service

Co-requisite units