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Advise on customer service needs Clarify and accurately assess customer needs using appropriate communication techniques

01 / 10 / 2021 Essays & Coursework 1

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Unit Sector

Stakeholder Relations – Customer Service

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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



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