BSB51915 Diploma of leadership and management
Cluster number and name:
CL_LMD 3.1-Manage quality customer service and facilitate continuous
Units of competency:
BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID and full name:
Number of weeks
Involvement increases the chance that innovative ideas and solutions will
It is a sign of strength for a supervisor to ask employees for their suggestions
on how to solve a problem or improve performance.
4. Share Thoughts, Feelings, and Rationale
Employees want to know how you’re feeling about them in relation to their
By being open with them, you’ll encourage them to trust you, to be open in
return, and to accept responsibility for improving.
By sharing the rationale for your decisions, you will help them understand
how their work contributes to the goals of the department/unit as a whole.
5. Provide Support without Removing Responsibility
As a supervisor/manager of others, you are in a special position to provide
support to your employees.
This may include advising, mentoring, and providing needed resources,
reassigning duties, and clearing roadblocks.
Customer service is actually about preserving the relationship, valuing the customer and
looking for ways to solve their problems. With a motivated and prepared team, supported by
well-structured processes and technology.
"If you do not want to deal with people, go work with computers." Maybe you already heard
that phrase somewhere, right? And, of course, you have already realized that it has no
connection with reality. After all, today, even large technology companies and IT
professionals need to establish relationships all the time - with co-workers, suppliers,
partners, and especially with customers.