Application

This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.
The unit applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems. Individuals may provide guidance or delegate work related tasks to others.
No licensing, legislative or certification requirements apply to this unit at the time of publication.

What You'll Learn

Assessment Requirements

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:
• develop and implement at least two strategies to improve customer service delivery.
In the course of the above, the candidate must:
• 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.

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
• customer communication techniques
• principles of customer service
• sources of verified client information
• techniques for identifying customer needs and reviewing customer satisfaction
• organisational business structure, products and services related to customer service
• techniques for drawing insights from verifiable evidence to develop recommendations and conclusions
• product and service standards and best practice models.

Assessment Conditions

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
• organisational policies and procedures for customer service
• examples of customer complaints and feedback
• client satisfaction data.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Foundation Skills

• {'skill': 'Reading', 'description': 'Reviews textual information and comprehends details that relate to the interests or requirements of the client and organisation'}
• {'skill': 'Writing', 'description': 'Creates a range of formal texts using structure, grammar and clear and specialised language to describe customer needs, maintain information and support a particular position'}
• {'skill': 'Oral communication', 'description': 'Uses pace, intonation, intelligible pronunciation and listening and questioning techniques to interact effectively with others'}
• {'skill': 'Numeracy', 'description': 'Recognises and interprets numerical information and performs calculations on familiar mathematical information'}
• {'skill': 'Enterprise and Initiative', 'description': 'Recognises and applies organisational protocols and meets expectations associated with own work'}
• {'skill': 'Teamwork', 'description': 'Uses a range of strategies to establish a sense of connection and build rapport with customers; Collaborates with others contributing knowledge and skills to achieve joint outcomes'}
• {'skill': 'Planning and organising', 'description': 'Applies formal and logical processes when planning and implementing tasks; Applies standard procedures when responding to familiar problems within own work context'}
• {'skill': 'Technology', 'description': 'Uses digital technologies to access, organise, present and store information relevant to own role'}

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