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