SITXCCS008 Develop and Manage Quality Customer Service Practices
Task
This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.
The unit applies senior managers who operate independently have responsibility for others and are responsible for making a range of operational and strategic decisions.
1: Develop Customer Service Procedures
You are to complete a research project using your workplace or a simulated environment. If you have a favourite restaurant, café or travel agency, etc., you regularly visit you may wish to invite them to participate in this task. If so, you are required to discuss this with your assessor and then obtain permission from the organisation before undertaking the task.
You are to provide information about the organisation and develop new customer service practices using the template provided.
You are required to complete these tasks.
- Provide a brief outline of the organisation, the services it provides customers and its overall current business performance.
- Outline the customer service evaluation processes used in the organisation.
- List your customer’s needs and expectations.
- Review any changes in your organisation’s internal or external environments and identify any trends or changes which may impact on current customer service practices.
- Obtain information on customer needs and expectations using both formal and informal research.
- Conduct research on customer satisfaction levels by creating a survey and getting customer feedback on products and services.
- Calculate, interpret, and summarise the results of your customer satisfaction statistics.
- From your research, identify any customer service practices that are ineffective and/or systemic customer service problems.
- Identify any policies and procedures that need developing or adjusting as a result.
- Develop customer service policies and procedures for three areas of the business.
Research industry standards and ensure your customer service procedures align with these.
2: Staff Meeting Agenda
Using the template provided, your own template or one from your organisation create a meeting agenda for a staff meeting about the three new customer service policies/procedures you have created in Task 1: Develop customer service procedures.
In your meeting you are to outline the three new customer service policies/procedures that you created in Task
The meeting agenda must address the following.
Time/date.
Who is required to attend, e.g., wait staff, bar attendants, customer service staff.
Outline and explain all three customer service policies/procedures.
Include information about the purpose, standards, and customer service procedures and how monitoring and collection of feedback will occur.
Ask for employee feedback on each of the three new standards and procedures.
Identify ways for each new policy/procedure to be monitored.
Discuss how the new policies and procedures will be made available to customers.
Do employees have any changes they would like to make? Any suggestions for improvements? Any issues?
