This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. 

Unit details

Location:
Study level:
Vocational and further education (TAFE)
Unit code:
SITXCCS008

Assessment

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: - research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards; - implement and monitor practices for quality customer service in line with above policies and procedures over four service periods; - evaluate practices for quality service provision and identify any failings, and; - review policies and procedures, adjust as necessary, and communicate any new practices to staff.Students will also be expected to demonstrate the following knowledge: - principles of quality customer service; - specific industry sector; - roles and responsibilities of management, supervisors and operational personnel in providing quality service; - sources of information on current service trends and changes that affect service delivery; - internal and external environmental changes and their effect on planning for quality customer service; - methods of formal and informal customer research; - methods of implementing quality service provision; - methods of assessing the effectiveness of customer service practices; - methods of obtaining feedback from customers; - industry schemes, accreditation schemes and codes of conduct aimed at improving customer service; - areas where organisational policies and procedures assist in ensuring quality customer service, and; - objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business' responsibility.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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