BSBCUS501B: Manage Quality Customer Service
This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation. These managers may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation's policies and procedures framework.
At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.
Performance criteria
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1. |
Plan to meet internal and external customer requirements |
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1.1 |
Investigate, identify, assess, and include the needs of customers in planning processes |
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1.2 |
Ensure plans achieve the quality, time and cost specifications agreed with customers | |
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2. |
Ensure delivery of quality products and/or services |
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2.1 |
Deliver products and/or services to customer specifications within organisation's business plan |
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2.2 |
Monitor team performance to consistently meet the organisation's quality and delivery standards |
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2.3 |
Assist colleagues to overcome difficulty in meeting customer service standards | |
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3. |
Monitor, adjust and review customer service |
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3.1 |
Develop and use strategies to monitor progress in achieving product and/or service targets and standards |
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3.2 |
Develop and use strategies to obtain customer feedback to improve the provision of products and/or services |
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3.3 |
Develop, procure and use resources effectively to provide quality products and/or services to customers |
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3.4 |
Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups |
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3.5 |
Manage records, reports and recommendations within the organisation's systems and processes | |
Skills and Knowledge
Required skills
- communication, coaching and mentoring skills to provide support to colleagues
- problem-solving skills to deal with complex and non-routine difficulties.
Required knowledge
- techniques for solving complaints including the principles and techniques involved in the management and organisation of:
- customer behaviour
- customer needs research
- customer relations
- ongoing product and/or service quality
- problem identification and resolution
- quality customer service delivery
- record keeping and management methods
- strategies for monitoring, managing and introducing ways to improve customer service relationships
- strategies to obtain customer feedback