SIRXCEG004 - Create a customer-centric culture

Unit code:SIRXCEG004Study level:TAFE

Nominal hours

Location

Footscray Nicholson
Industry

Prerequisites

(Or equivalent to be determined by unit coordinator)
Co-requisites
(Corequisite units must be studied concurrently with this unit)

Overview

This unit describes the performance outcomes, skills and knowledge required to manage and ensure the delivery of customer service standards and work with team members to improve customer experiences. It applies to individuals working in customer service management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and 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:

monitor and review customer service standards, on three different occasions, and document a plan to improve customer service standards based on observations;
demonstrate the following approaches to promoting a customer-centric culture:
role-modelling customer service standards;
observing standard of customer service delivery;
coaching team members towards improvement, and;
identifying and rectifying customer service delivery issues.

Students will also be expected to demonstrate the following knowledge:

principles of quality customer service:
techniques for: coaching others; providing performance feedback; seeking feedback; monitoring and reviewing customer services standards, and; improving customer service standards;
organisational customer services standards;
commercial impact of: quality customer service; poor customer service, and; positive and negative customer reviews, and;
value and role of customer feedback in improving service delivery.

Required reading

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.