TLII5018 - Manage customer service

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: - applying relevant legislation and workplace procedures; - communicating and consulting with others to ensure excellent customer service is modelled to staff and that customer issues are resolved; - dealing effectively with unplanned events such as a change in the volume of customer inquiries; - developing, implementing and revising contingency plans; - interpreting and following operational instructions and prioritising work; - monitoring work activities in terms of planned schedule, particularly in line with agreed time and quality standards, and; - preparing reports to develop and disseminate information on customer service performance.Students will also be expected to demonstrate the following knowledge: - organisational performance management systems; - organisational policies, principles, codes and performance standards; - quality management systems; - relevant sections of national and state/territory regulatory requirements and codes of practice such as consumer protection legislation; - requirements for completing relevant documentation such as reports of customer complaints and resolutions; - risk management as it relates to dealing with customers and managing consequences of poor customer service, and; - steps involved in planning work activities.