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Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop quality customer service practices.
1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
1.2.Provide opportunities for customers and staff to give feedback on products and services.
1.3.Review changes in internal and external environments and integrate findings into planning for quality service.
1.4.Provide opportunities for staff to participate in development of customer service practices.
1.5.Develop policies and procedures for quality service provision.
2. Manage delivery of quality service.
2.1.Communicate policies, procedures and expectations to staff.
2.2.Make policies readily available to customers and staff.
2.3.Monitor customer service in the workplace to ensure standards are met.
2.4.Initiate staff training to enhance customer service.
2.5.Take responsibility for service outcomes and dispute resolution.
2.6.Act as a positive role model for professional standards expected of service industry personnel.
3. Monitor and adjust customer service.
3.1.Seek ongoing feedback from staff and customers to improve performance.
3.2.Assess effectiveness of customer service practices.
3.3.Identify systemic customer service problems and adjust policies and procedures to improve service quality.
3.4.Develop, document and communicate new approaches to customer service to staff involved in service delivery.