Upon successful completion of this unit, you will:
- 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
Demonstrate knowledge of:
- the legislative and regulatory context of the organisation relevant to customer service
- organisational policy and procedures for customer service including handling customer complaints
- iservice standards and best practice models
- public relations and product promotion
- techniques for dealing with customers including customers with specific needs
- 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
