NZQA registered unit standard
27961 version 2
Page 1 of 3
Title
Monitor and maintain staff performance and interactions with
customers to meet service delivery outcomes
Level
4
Purpose
Credits
5
This unit standard contains a set of competencies for people
working in a service delivery role in the hospitality, retail or
travel and tourism sectors.
This unit standard will be assessed in a service delivery context
and relates to the knowledge and skills required to monitor and
maintain staff performance and customer interactions to ensure
service delivery outcomes are met in a hospitality, retail or
travel and tourism workplace.
Classification
Service Sector Skills > Service Delivery
Available grade
Achieved
Explanatory notes
1
Definitions
Customers may include but are not limited to – internal customers, external
customers, guests.
Establishment requirements – any policy, procedure, process or agreed requirement,
either written or oral, made known to the candidate prior to assessment against this
unit standard.
2
Monitor and maintain in the context of this unit standard means to have an influence
on the successful operation of a functional area or team without necessarily any
formal line reporting authority. It covers the responsibility of a team member to
support and possibly guide their colleagues to ensure collective outcomes are met. It
would involve being watchful for potential or actual issues or problems and taking
some responsibility for ensuring they are addressed in line with establishment
requirements.
3
Legislation to be complied with includes but is not limited to – the Health and Safety
in Employment Act 1992, Resource Management Act 1991.
4
Evidence for the practical components of this unit standard must be gathered in the
workplace within the candidate’s area of responsibility and meet commercial
competence requirements.
Outcomes and evidence requirements
Outcome 1
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27961 version 2
Page 2 of 3
Monitor and maintain staff performance requirements to ensure service delivery outcomes
are met.
Evidence requirements
1.1
Workplace performance requirements to meet service delivery outcomes are
clarified with managers and staff in accordance with establishment
requirements.
Range
performance requirements include but are not limited to – rosters,
absences, leave, job tasks, standards of performance, dress code,
personal hygiene requirements.
1.2
Performance requirements are monitored to ensure compliance with service
delivery outcomes and any issues actioned in accordance with establishment
requirements.
1.3
Any non-performance against service delivery outcomes is reported to the
candidate’s manager in accordance with establishment requirements.
Outcome 2
Monitor and maintain staff interactions with customers to ensure service delivery outcomes
are met.
Evidence requirements
2.1
Staff interactions with customers are monitored to ensure customers are
acknowledged, any issues are actioned and service delivery outcomes are met
in accordance with establishment requirements.
Range
acknowledgement may include but is not limited to – greeting,
offering assistance, providing a service.
2.2
Advice on establishment facilities and/or services communicated to customers
is monitored to ensure it is current and correct and meets customer needs in
accordance with establishment requirements.
2.3
Staff interactions with customers from other cultures are monitored to ensure
information is given and requested in a way that is sensitive to other cultures, is
clear and concise, is targeted to the recipient, and ensures customer needs are
met in accordance with establishment requirements.
Planned review date
ServiceIQ
SSB Code 9068
31 December 2020
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27961 version 2
Page 3 of 3
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
12 December 2013
31 December 2017
Rollover and
Revision
2
20 August 2015
N/A
Consent and Moderation Requirements (CMR) reference
0112
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
Comments on this unit standard
Please contact ServiceIQ qualifications@serviceiq.org.nz if you wish to suggest changes
to the content of this unit standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016