Outcomes

Assessment Criteria

MANAGE CUSTOMER REQUIREMENTS AND NEEDS AND IMPLEMENT ACTION PLANS

• Basic knowledge and informed understanding of customer needs.
• Knowledge of, and the ability to implement, questioning and listening skills.
• Knowledge of, and the ability to identify strategies for the satisfaction of customer needs.
• The ability to develop, evaluate and monitor an action plan.

• Utilise questioning skills to obtain information to interpret customers’ needs accurately.
• Prioritise customers’ needs.
• Practise established methods to listen to a customer.
• Describe the action plan.
• Agree to the action plan with all stakeholders.
• Communicate the resources required to implement the action plan.
• Evaluate the action plan in terms of its ability to meet customer requirements.
• Implement an action plan to meet customers’ needs.
• Evaluate the actions of frontline providers against the action plan agreed upon previously.
• Implement an action plan within agreed timeframes, budgets, and resource allocations.
• Apply an action plan to the satisfaction of the customer and the organisation.
• Complete documentation relating to the action plan in the required format and location.
• Track and measure the action plan to its completion.
• Agree on all measurement techniques with the involvement of all stakeholders.
• Evaluate and review actual progress against the action plan.
• Record identified variances against the action plan and find and analyse reasons for these discrepancies.
• Complete a measurement report in the required format and within the agreed time frame.

MONITOR HANDLING OF CUSTOMERS BY FRONTLINE CUSTOMER SERVICE

• Knowledge of, and the ability to deal with, customers.
• Basic knowledge and informed understanding of key performance areas for frontline staff.
• Basic knowledge and informed understanding of techniques for dealing with customers.
• The ability to implement basic communication skills

• Put in place systems to measure the interaction between customer service providers and customers.
• Confirm that the duration of the interaction is within the agreed-upon timeframes.
• Check that the customer service provider's interaction with the customer is in accordance with procedures and processes.
• Endorse that the outcome of the interaction meets both the customer and the organisation's requirements.
• Monitor customer satisfaction at predetermined intervals.
• Obtain feedback from customers on their satisfaction.
• Evaluate and analyse feedback to determine satisfaction levels.
• Take the necessary steps to improve the level of customer satisfaction.
• Agree on key performance areas with all frontline service providers.
• Confirm that key performance areas are measurable, attainable and in line with the organisation’s requirements.
• Measure key performance areas against the set standards.
• Provide feedback on performance to all frontline service providers.

IMPROVE SERVICE TO CUSTOMERS

• Basic knowledge and informed understanding of service reliability.
• Knowledge of, and the ability to identify customers’ preferences.
• The ability to perform a trend analysis.
• Basic knowledge and informed understanding of customer feedback and service standards

• Describe the organisation's customer feedback procedures.
• Identify, record, and continually encourage feedback on customer service reliability and preferences.
• Conduct a trend analysis based on customer feedback and sales data.
• Suggest, with reasons, possible improvements to customer feedback systems.
• Describe various teambuilding techniques that can be implemented.
• Explain the importance of encouraging colleagues to offer ideas to improve customer service.
• Explain the importance of cultural considerations when interacting with customers.
• Evaluate and adjust organisational procedures and service standards.
• Initiate service improvement efforts within one's own area of responsibility.
• Communicate changes in procedures and service standards to all concerned.
• Develop a long-term plan.