This Standard is part of the Customer Service Theme of Impression and Image. This Theme covers the Customer Service behaviours and processes that have most impact on the way your customer sees you and your organisation.
Remember that customers include everyone you provide a service to. They may be external to your organisation or they may be internal customers.
Staff with high levels of responsibility for customer service have an important role to play as champions of excellent service within their organisations. They should also promote customer service to service partners without whom their organisation cannot deliver reliable and excellent customer service. They need to have a great deal of knowledge and expertise from which others can benefit. This Standard is about acting as a champion – being constantly alert for issues that affect customer service, analysing these issues and their implications, challenging on behalf of the customer and passing on your knowledge and expertise to others.
Performance criteria
You must be able to:
Promote the importance and benefits of customer service
P1 explain the role of customer service within your organisation’s strategic and business plans
P2 continuously monitor developments in your organisation in order to identify those important to customer service
P3 analyse the implications of customer service developments in your organisation
P4 question and challenge developments from the customer’s standpoint
P5 use your influence to ensure that developments improve customer service
Provide advice and information on customer service issues
P6 make it known that you can provide customer service advice and information
P7 respond to requests for customer service advice and information
P8 carry out any necessary research to enhance or verify the advice and information you are giving
P9 communicate customer service advice and information effectively
P10 help others to explore the implications of your advice and information for their own work and identify actions that the advice and information might prompt
P11 monitor how effective your advice and information has been
P12 review the way you collect information, formulate advice and communicate it to others
Knowledge and understanding
You need to know and understand:
K1 the processes for decision making within your organisation and who is involved
K2 how to monitor developments within your organisation
K3 how to use your influence and authority to affect decision making
K4 the types of developments that are likely to affect customer service and how to analyse the implications for customer service
K5 the importance of empathising with customers and how to represent their viewpoint in a constructive way
K6 how to identify when others need advice and information on customer service issues
K7 how to use different types of research to support your advice and information on customer service
K8 how to apply your advice and information in practice
K9 how to monitor the effect of your advice and information
Key words Responsibility; excellent service; service partners; knowledge; champion; analyse; expertise; customer service; communication; problem solving; Behaviours; work with others; team working
CFACSA17 Champion customer service
Overview
This Standard is part of the Customer Service Theme of Impression and Image. This Theme covers the Customer Service behaviours and processes that have most impact on the way your customer sees you and your organisation.
Remember that customers include everyone you provide a service to. They may be external to your organisation or they may be internal customers.
Staff with high levels of responsibility for customer service have an important role to play as champions of excellent service within their organisations. They should also promote customer service to service partners without whom their organisation cannot deliver reliable and excellent customer service. They need to have a great deal of knowledge and expertise from which others can benefit. This Standard is about acting as a champion – being constantly alert for issues that affect customer service, analysing these issues and their implications, challenging on behalf of the customer and passing on your knowledge and expertise to others.
Performance criteria
You must be able to:
Promote the importance and benefits of customer service
P1 explain the role of customer service within your organisation’s strategic and business plans
P2 continuously monitor developments in your organisation in order to identify those important to customer service
P3 analyse the implications of customer service developments in your organisation
P4 question and challenge developments from the customer’s standpoint
P5 use your influence to ensure that developments improve customer service
Provide advice and information on customer service issues
P6 make it known that you can provide customer service advice and information
P7 respond to requests for customer service advice and information
P8 carry out any necessary research to enhance or verify the advice and information you are giving
P9 communicate customer service advice and information effectively
P10 help others to explore the implications of your advice and information for their own work and identify actions that the advice and information might prompt
P11 monitor how effective your advice and information has been
P12 review the way you collect information, formulate advice and communicate it to others
Knowledge and understanding
You need to know and understand:
K1 the processes for decision making within your organisation and who is involved
K2 how to monitor developments within your organisation
K3 how to use your influence and authority to affect decision making
K4 the types of developments that are likely to affect customer service and how to analyse the implications for customer service
K5 the importance of empathising with customers and how to represent their viewpoint in a constructive way
K6 how to identify when others need advice and information on customer service issues
K7 how to use different types of research to support your advice and information on customer service
K8 how to apply your advice and information in practice
K9 how to monitor the effect of your advice and information
Key words Responsibility; excellent service; service partners; knowledge; champion; analyse; expertise; customer service; communication; problem solving; Behaviours; work with others; team working