This unit 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.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Mapping | Notes | Date |
---|---|---|
Supersedes SIRXCCS304 - Coordinate interaction with customers | • Not Equivalent • Unit updated to meet Standards for Training Packages • Updated title • Competency Field changed to Customer Engagement (CEG) • Significant change to Elements and Performance Criteria to streamline language and better define essential outcomes and performance. • Updated knowledge requirements to reflect unit revisions. | 30/Mar |
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