|
Core Units
 1)
Organise, Deliver and Maintain Reliable Customer Service
1.1 Plan and
organise the delivery of reliable customer service
1.2
Review and maintain customer service delivery
1.3 Use
recording systems to maintain reliable customer service
2)
Improve
the Customer Relationship
2.1 Improve
communications with your customers
2.2 Improve
communications with your customers
2.3 Exceed
customer expectations to develop the relationship
3)
Work
with Others to Improve Customer Service
3.1 Work
with others to follow plans for improving customer service
3.2 Monitor
your own preference against plans to improve customer
service
3.3 Monitor
joint performance against plans to improve customer service
4) Monitor
and Solve Customer Service Problems
4.1 Solve
immediate customer service problems
4.2 Identify
repeated customer service problems and options for solving
them
4.3 Take
action to avoid the repetition of customer service problems
5) Promote
Continuous Improvements
5.1 Plan
improvements in customer service based on customer feedback
5.2
Implement changes in customer service
5.3 Review
changes that promote continuous improvement
Optional
Units (Choose 1)
6) Develop
Your Own and Others’ Customer Service Skills
6.1 Develop
your own customer service skills
6.2 Plan the
coaching of others in customer service
6.3 Coach
others in customer service
7)
Review performance of team members and individuals
7.1 Offer
additional products or services
7.2
Organise customer support to promote use of additional
products or services
7.3 Monitor
the promotion of additional products or services
8) Lead the Work of Teams and Individuals to Improve Customer
Service
8.1 Plan
and organise the work of teams and individuals
8.2
Provide support for team members and individuals
8.3
Review performance of team members and individuals
|
