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BSBCUS501 Manage quality customer service

This paper deals with the theme of managing quality customer service in which you are required to focus on the following aspects:

  • Explore and identify the internal and external requirements of the customers

  • Devise plans that meet the quality, time and cost with respect to the needs of the customers

  • Assure reliable deliveries of the services and products with adherence to business plans

  • Evaluate the performance of the team to achieve standard quality of deliveries

  • Monitor, analyse and review customer service feedback

  • Supervise records and maintain resports of the organisation

Instructions 
BSBCUS501 
Manage quality customer service

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

2 Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Help colleagues overcome difficulties in meeting customer service standards

3 Monitor, adjust and review customer service

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3 Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes


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