Assessment Requirements for SITXCCS008 Develop and manage quality customer service practices

Release: 1

Assessment Requirements for SITXCCS008 Develop and manage quality customer service practices

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards

implement and monitor practices for quality customer service in line with above policies and procedures over four service periods

evaluate practices for quality service provision and identify any failings

review policies and procedures, adjust as necessary, and communicate any new practices to staff.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service

specific industry sector:

professional service standards for service industry personnel

attitudes and attributes expected by the service industries to work with customers

roles and responsibilities of management, supervisors and operational personnel in providing quality service

sources of information on current service trends and changes that affect service delivery

internal and external environmental changes and their effect on planning for quality customer service:

changes in the competitive environment

economic climate

introduction of new technologies or equipment

management changes and organisational restructures

recruitment practices

trends in customer service preferences

methods of formal and informal customer research:

analysis of competitive environment and industry service trends

customer service surveys

customer focus groups

qualitative or quantitative research

seeking feedback from service delivery colleagues

questioning customers

methods of implementing quality service provision:

developing, implementing and monitoring customer service policies and procedures

involving staff in the development of customer service practices

evaluating staff and customer feedback

methods of assessing the effectiveness of customer service practices:

examining overall business performance

monitoring the ongoing effectiveness of:

staff in meeting customer service standards

policies and procedures in explaining practices

reviewing numbers and nature of:

complaints

disputes

responses of customers

reviewing customer satisfaction survey statistics

methods of obtaining feedback from customers:

customer service discussions with employees during the course of each business day

discussions with customers

formal customer interviews

regular staff meetings that involve service discussions

seeking staff suggestions for content of customer service policies and procedures

surveys of internal customers, external customers and staff

improvements suggested by:

customers involved in complaints or disputes

suppliers

staff, supervisors and managers

industry schemes, accreditation schemes and codes of conduct aimed at improving customer service

areas where organisational policies and procedures assist in ensuring quality customer service:

acknowledging and greeting customers

complaint and dispute management

authority for different level personnel to resolve complaints, disputes, service issues and customer compensation

loyalty programs

presentation standards for customer environment and customer service personnel

pricing and service guarantees

product quality

refunds and cancellation fees

response times

staff training for:

customer service

technical skills

objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility for:

nominating and charging cancellation fees

providing information on potential price increases

providing refunds

supplying products as described or substituting suitable products when unable

formats for and content of policies and procedures.

Assessment Conditions

Skills must be demonstrated in an operational business environment for which tailored customer service practices are required. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

current plain English regulatory documents distributed by government consumer protection regulators

codes of practice and standards for customer service issued by industry groups

sources of information on customer needs, complaints and feedback

customer surveys and feedback collection tools and templates

team members with whom the individual can interact; these can be:

staff in an industry workplace during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694