UNIT : PERFORM CUSTOMER SERVICE DELIVERY PROCESSES UNIT CODE : ICT313366 UNIT DESCRIPTOR: This unit covers the knowledge and skills needed to effectively conduct a customer service delivery process. PERFORMANCE REQUIRED CRITERIA ELEMENT REQUIRED SKILLS KNOWLEDGE Italicized terms are elaborated in the Range of Variables 1. Demonstrate an Calls are answered in Requires Needs skills on Applying the 3 C’s ability to answer accordance with knowledge of of communication or make a call enterprise inbound Call flow Oral English procedures process/ communication Calls are made in procedure skills accordance with Rules of basic Understanding of enterprise outbound grammar in commonly used procedures verbal communication (whether Rules of basic American, communication Canadian, Australian, or British) Practices along economic use and maintenance of equipment and facilities are followed as per established procedures and environmental requirements Occupational health and safety standards in the workplace and 5S disciplines are strictly allowed Demonstrate Customer needs are Requires Needs skills on an ability to identified appropriately knowledge of Interpreting user Industry, job manuals and help identify a to avoid irritation expectations, and functions when customer need Customer concern is career using equipment clarified or confirmed opportunities in and software tools by paraphrasing contact centers Finding and using Fundamentals of information customer service relevant to the (principles for task from a variety complete of information customer service, sources the rules of good Practices along customer service, economic use and and the types of maintenance of
UNIT : PERFORM CUSTOMER SERVICE DELIVERY PROCESSES UNIT CODE : ICT313366 UNIT DESCRIPTOR: This unit covers the knowledge and skills needed to effectively conduct a customer service delivery process. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS 1. Demonstrate an ability to answer or make a call Calls are answered in accordance with enterprise inbound procedures Calls are made in accordance with enterprise outbound procedures Requires knowledge of Call flow process/ procedure Rules of basic grammar in verbal communication Rules of basic communication Needs skills on Applying the 3 C’s of communication Oral English communication skills Understanding of commonly used (whether American, Canadian, Australian, or British) Practices along economic use and maintenance of equipment and facilities are followed as per established procedures and environmental requirements Occupational health and safety standards in the workplace and 5S disciplines are strictly allowed Demonstrate an ability to identify a customer need Customer needs are identified appropriately to avoid irritation Customer concern is clarified or confirmed by paraphrasing Requires knowledge of Industry, job expectations, and career opportunities in contact centers Fundamentals of customer service (principles for complete customer service, the rules of good customer service, and the types of Needs skills on Interpreting user manuals and help functions when using equipment and software tools Finding and using information relevant to the task from a variety of information sources Practices along economic use and maintenance of