This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.
It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.
Topics:
- Advise on customer service needs
- Support implementation of customer service strategies
- Evaluate and report on customer service
Upon successful completion of this unit, you will:
- identify the needs and priorities of the organisation in delivering services to customers
- diagnose problems in delivery of customer service
- respond to and report on customer feedback and complaints
- review client satisfaction using verifiable data
- consult and communicate effectively with relevant people
- develop and implement strategies and methods to improve customer service delivery including:
- budgeting
- promotion to staff
- documentation and follow up
Demonstrate knowledge of:
- principles of customer service
- sources of information and techniques for identifying customer needs and reviewing customer satisfaction
- organisational business structure, products and services related to customer service
- product and service standards and best practice models
Nominal hours = 40 hours
