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BSBCUS401A- Coordinate implementation of customer service strategies

(information sourced from NTIS website http://www.ntis.gov.au/)

Description

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Employability Skills

This unit contains employability skills.

Application Of Unit

This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Unit Sector

No sector assigned

Performance criteria

Element			Performance criteria
1.	Advise on customer service needs		1.1 Clarify and accurately assess customer needs using appropriate communication techniques 1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements 1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery 1.4 Use business technology and/or online services to structure and present information on customer service needs
2.	Support implementation of customer service strategies		2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups 2.2 Identify and allocate available budget resources to fulfil customer service objectives 2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements 2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
3.	Evaluate and report on customer service		3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements 3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups 3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies 3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

Skills and Knowledge

Required skills

• literacy skills to read a variety of texts, to prepare general information and papers, and to write formal and informal letters according to target audience
• planning skills to develop implementation schedules
• problem-solving skills to diagnose organisational problems relating to customer services.

Required knowledge

• key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
  • anti-discrimination legislation
  • ethical principles
  • codes of practice
  • privacy laws
  • environmental issues
  • occupational health and safety (OHS)
• principles of customer service
• organisational business structure, products and services
• product and service standards and best practice models.

Range statement

Customer needs may relate to:		accuracy of information advice or general information complaints fairness/politeness further information making an appointment prices/value purchasing organisation’s products and services returning organisation’s products and services specific information
Communication techniques may include:		analysing customer satisfaction surveys analysing quality assurance data conducting interviews consultation methods, techniques and protocols making recommendations obtaining management decisions questioning seeking feedback to confirm understanding summarising and paraphrasing
Customers may include:		corporate customers individual members of the organisation individual members of the public internal or external other agencies
Organisational requirements may include:		access and equity principles and practice anti-discrimination and related policy confidentiality and security requirements defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurance and/or procedures manuals replacement and refund policy and procedures who is responsible for products or services
Business technology may include:		answering machine binder computer fax machine photocopier printer shredder telephone
Online services may include:		access to product database by customers online access to purchase, delivery and account records call/contact centre online ordering online payments online registration quick/reasonable response two-way communication online
Designated individuals and groups may include:		colleagues committee customers external organisation line management supervisor
Procedures to resolve customer difficulties may include:		external agencies (e.g. Ombudsman) item replacement referrals to supervisor refund of monies review of products or services using conflict management techniques
Customer complaints may include:		administrative errors such as incorrect invoices or prices customer satisfaction with service quality damaged goods or goods not delivered delivery errors products not delivered on time service errors specific e-business problems and issues: difficulty accessing services inactive links not appreciating differing hardware and software services not available supply errors such as incorrect product delivered time taken to access services unfriendly website design website faults warehouse or store room errors such as incorrect product delivered
Customer servic e strategies may include:		courtesy/politeness delivery times merchandise characteristics price offers product/refund guarantees product/service availability

Evidence guide

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit		Evidence of the following is essential: identifying needs and priorities of the organisation in delivering services to customers responding to and reporting on customer feedback designing strategies to improve delivery of products and services knowledge of the principles of customer service.
Context of and specific resources for assessment		Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources examples of customer complaints, feedback and strategies.
Method of assessment		A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of documentation reporting changes necessary to maintain service standards analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of customer service techniques and strategies review of systems, records and reporting procedures to compare changes in customer satisfaction.
Guidance information for assessment		Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: sales units other customer service units.