From Package: Business Services
What you get
This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
By the end of this training course, participants will:
|1. Plan to meet internal and external customer requirements||
1.1 Investigate, identify, assess, and include the needs of customers in planning processes
1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers
|2. Ensure delivery of quality products and services||
2.1 Deliver products and services to customer specifications within organisationÆs business plan
2.2 Monitor team performance to consistently meet the organisationÆs quality and delivery standards
2.3 Assist colleagues to overcome difficulty in meeting customer service standards
|3. Monitor, adjust and review customer service||
3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards
3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services
3.3. Develop, procure and use resources effectively to provide quality products and services to customers
3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
3.5 Manage records, reports and recommendations within the organisationÆs systems and processes