Quality customer service

BSBCUS501 Manage quality customer service

This unit is about developing strategies to manage organizational systems that ensure products and services are delivered and maintained to the organization’s standards. It applies to supervisors of customer service, who must exercise considerable discretion and judgement, and are responsible for solving problems and making decisions.

 

How you will be assessed

You will be assessed through:

• Assessor observation on the job
• Supervisor reference (if the assessor is not the supervisor)
• Review of your workplace documents (e.g. procedures)
• Interview/assignment based on the requirements below.

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Practical

You will be assessed in a real situation on the job. It must be a safe environment with access to:

1. legislation, regulations and codes of practice related to customer service
2. business technology
3. workplace documentation and resources
4. complex customer complaints
5. interaction with others.

You need to show that you have done the following:

1. Develop and manage your organization’s systems for quality customer service
2. Develop and review plans, policies and procedures for delivering and monitoring quality customer service
3. Implement policies and procedures to ensure quality customer service
4. Solve complex customer complaints and system problems that lead to poor customer service
5. Monitor and assist teams to meet customer service requirements
6. Develop, procure a develop, procure and use human and physical resources to support quality customer service delivery.

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Interview/assignment questions

1. Outline the legislation and regulations relevant to your organization’s customer service.
2. Describe your organization’s policy and procedures for customer service including handling customer complaints.
3. Identify service standards and best practice models.
4. Summarize public relations and product promotion.
5. Outline techniques for dealing with customers including customers with specific needs.
6. Explain techniques for solving complaints in the following:
1. customer behavior
2. customer needs research
3. customer relations
4. ongoing product and/or service quality
5. problem identification and resolution
6. quality customer service delivery
7. record keeping and management methods
8. strategies for monitoring, managing and introducing ways to improve customer service relationships
9. strategies to get customer feedback.
7. Explain techniques for solving complaints including the principles and techniques involved in the management and organization of:

Note: Your assessor may also ask you a variety of what if questions.

 

Detailed requirements

You must demonstrate consistent performance of typical activities in the field of this competency.

1. Plan to meet internal and external customer requirements

1. Investigate, identify, assess, and include the needs of customers in planning processes
2. Ensure plans achieve the quality, time and cost specifications agreed with customers

2. Ensure delivery of quality products and services

1. Deliver products and services to customer specifications within organization ’s business plan
2. Monitor team performance to consistently meet the organization ’s quality and delivery standards
3. Help colleagues overcome difficulties in meeting customer service standards

3 Monitor, adjust and review customer service

1. Develop and use strategies to monitor progress in achieving product and/or service targets and standards
2. Develop and use strategies to obtain customer feedback to improve the provision of products and services
3. Develop, procure and use resources effectively to provide quality products and services to customers
4. Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
5. Manage records, reports and recommendations within the organization’s systems and processes

 

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