esignated response times for providing service and resolving complaints

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Provide a quality service experience to customers.

1.1 Determine and clarify customer preferences , needs and expectations .

1.2 Advise customers  about appropriate products and services to meet their needs.

1.3 Anticipate customer preferences, needs and expectations throughout the service experience.

1.4 Promptly provide products and services which meet individual preferences.

1.5 Offer extras and add ons  and provide tailored and additional services and products.

1.6 Check the actioning of special requests before customer delivery.

1.7 Provide professional and personalised service to provide a quality service experience.

1.8 Liaise with team members and suppliers  to ensure efficient service delivery.

1.9 Share customer information with team members to ensure quality service.

2. Proactively respond to difficult service situations.

2.1 Identify problems with products and services and take immediate action to address them before provision to the customer.

2.2 Anticipate delays in product and service provision and regularly update customer on expected outcomes.

2.3 Advise customers of alternative products and services.

2.4 Proactively compensate  for the service difficulty according to individual empowerment and organisational policy.

2.5 Provide ongoing internal feedback on service issues and suggest improvements to avoid customer disappointment.

3. Resolve customer complaints.

3.1 Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint .

3.2 Assess the impact on the customer.

3.3 Use communication techniques  to assist with the management of the complaint.

3.4 Handle the situation sensitively, courteously and discreetly.

3.5 Take responsibility for finding a solution to the complaint.

3.6 Determine options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisational constraints .

3.7 Take swift action to resolve the complaint and prevent escalation, in consultation with customer and to customer satisfaction.

3.8 Use techniques to turn complaints into opportunities to demonstrate high quality customer service.

3.9 Provide internal feedback on complaints in order to avoid future occurrence.

3.10 Reflect on and evaluate complaints and solutions to enhance response to future issues.

4. Develop a customer relationship.

4.1 Promote repeat business by the offer of promotional services  according to individual empowerment and organisational policy.

4.2 Maintain customer profiles  to enhance service delivery.

4.3 Develop a rapport with and provide personalised service to repeat customers.

4.4 Provide tailored products and services based on customer profile.

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills to:

• determine customer needs and preferences through observation, questioning and active listening
• discuss service difficulties with team members and suppliers
• use probe questioning to gain information, clarify ambiguities and adequately understand customer complaints

• initiative and enterprise skills to:

• offer additional services and products
• proactively compensate for service difficulties

• literacy skills to:

• read and interpret policies and procedures
• write entries into customer service data bases

• numeracy skills to calculate the cost of products and services, estimate profitability and consider the cost of customer compensation
• problem-solving skills to identify and resolve difficult service situations and customer complaints
• self-management skills to take responsibility for customer service outcomes
• teamwork skills to share customer information with team members to ensure efficient service delivery
• technology skills to use computers and data bases that manage customer profiles and promotional activities.

Required knowledge 

• principles and benefits of enhanced customer service experiences and positive communication
• techniques to anticipate customer preferences, needs and expectations throughout the service experience
• conflict resolution techniques
• value of staff and customer feedback in enhancing service delivery
• for the specific industry sector:

• professional service standards expected of service industry personnel
• attitudes and attributes expected by the service industries to work with customers
• accepted service standards and rituals
• different customer service needs and expectations
• types of customer loyalty programs
• the essential features and usage of the customer data base

• for the particular organisation:

• designated response times for providing service and resolving complaints
• customer service policies and procedures including those for complaint handling
• promotional services offered.