Make decisions to overcome problems and to adapt

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Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups Manage records, reports and recommendations within an organization’s systems and processes Problem Solving Demonstration/Role Play must ensure the participant demonstrates the following: Work activities that allow interaction with multiple and diverse customer types to allow the leaner to respond to a range of requirements and customer needs Trainer Resource: Customer Service Version 1.3 © Reece Thomas, 2016
SITXCCS007 Enhance customer service experiences SITXCCS008 Develop and manage quality customer service practices V1.3 Ability to provide a total quality service experience knowledge of different customer preferences and ways to meet both stated and unstated requirements Realistic Customer service situations techniques for solving complaints including the principles and techniques involved in the management and organisation of: i. Customer behaviour ii. Customer needs research iii. Customer relations iv. Ongoing product and/or service quality v. Problem identification and resolution vi. Quality customer service delivery vii. Record keeping and management methods viii.

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