This unit (SIRXCEG004) describes the performance outcomes, skills and knowledge required to manage and ensure the delivery of customer service standards and work with team members to improve customer experiences. It applies to individuals working in customer service management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

Unit details

Location:
Industry
Study level:
Vocational and further education (TAFE)
Unit code:
SIRXCEG004

Contact VU Polytechnic

Find a different unit

Assessment

Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - monitor and review customer service standards, on three different occasions, and document a plan to improve customer service standards based on observations; - demonstrate the following approaches to promoting a customer-centric culture: - role-modelling customer service standards; - observing standard of customer service delivery; - coaching team members towards improvement, and; - identifying and rectifying customer service delivery issues.Students will also be expected to demonstrate the following knowledge: - principles of quality customer service: - techniques for: coaching others; providing performance feedback; seeking feedback; monitoring and reviewing customer services standards, and; improving customer service standards; - organisational customer services standards; - commercial impact of: quality customer service; poor customer service, and; positive and negative customer reviews, and; - value and role of customer feedback in improving service delivery.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.