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.
Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each unit’s learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.
Students will be expected to demonstrate the following required skills:
*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 and documentation and follow up.
Students will also be expected to demonstrate the following knowledge:
*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.
The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.
This unit is studied as part of the following course(s):