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Provide telecommunications customer help desk services
Level
4
Credits
6
Purpose
This unit standard covers the provision of telecommunications helpdesk
services for customers.
People credited with this unit standard are able to:
– identify and respond to customer service requirements; and
– identify and respond to customers, behavioural styles.
Subfield
Telecommunications
Domain
Telecommunications - Service Delivery
Status
Registered
Status date
28 July 1995
Date version published
21 November 2008
Planned review date
31 December 2012
Entry information
Open.
Accreditation
Evaluation of documentation and visit by NZQA and
industry.
Standard setting body (SSB)
ElectroTechnology Industry Training Organisation
Accreditation and Moderation Action Plan (AMAP) reference
0003
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Special notes
1
It is recommended that candidates have relevant experience in a front line customer
service role and current knowledge of company policies, procedures, products and
services before assessment against this unit standard is attempted.
2
Definitions
Helpdesk services – computerised, manual, face to face, telephone;
Customers – internal, external.
 New Zealand Qualifications Authority 2016
4927 version 4
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3
References
Privacy Act 1993;
Health and Safety in Employment Act 1992; and
their subsequent amendments and replacements.
Elements and performance criteria
Element 1
Identify and respond to customer service requirements.
Performance criteria
1.1
Customers agree that their requirements are identified and confirmed in a
timeframe that meets their needs.
Range
products, services, maintenance, repairs, installations.
1.2
Action required resulting from customer interaction is recorded and is accurate,
complete, and forwarded to relevant personnel promptly.
1.3
Interactions with colleagues are polite, courteous, and enhance trust and
respect.
1.4
Telephone calls to helpdesk services are answered promptly, and interactions
with customers are polite and friendly.
1.5
Opportunities to enhance organisational reputation from interaction with
customers are identified and optimised.
Range
1.6
Opportunities to increase organisational revenues from customer helpdesk
interactions are identified and actioned promptly.
Range
1.7
products, services, cross selling, up-selling, referrals to other
departments.
Customer helpdesk services comply with legal requirements and organisational
policies and procedures.
Range
1.8
customer care, exceeding customer expectations.
organisational policies and procedures – sales and service
operational manuals;
legal requirements – confidentiality of customer information.
Resources required for operation of customer helpdesk are available, current,
complete, and fit for purpose.
Range
manuals, computers, customer information, operating equipment.
 New Zealand Qualifications Authority 2016
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1.9
Constraints to customer helpdesk services are identified and actioned promptly
with relevant personnel.
Range
process, technology, people, time, resources.
Element 2
Identify and respond to customer’s behavioural styles.
Performance criteria
2.1
Correct customer behavioural style is identified.
Range
aggressive, passive, apologetic, interactive.
2.2
Correct response to identified customer behavioural style is used during
interactions.
2.3
Customers agree that interactions with helpdesk services are courteous,
helpful, and enhance mutual respect and trust.
2.4
Responses to customers identified behavioural style comply with organisational
policies and procedures.
2.5
Opportunities to minimise the impact of negative customer behaviours are
identified and actioned as required.
Range
2.6
relaxation techniques, positive tapes, group interaction.
Personal emotional balance is maintained at all times during interactions with
customers.
Please note
Providers must be accredited by the Qualifications Authority, or an inter-institutional body
with delegated authority for quality assurance, before they can report credits from
assessment against unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by the Qualifications Authority before
they can register credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP 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.
 New Zealand Qualifications Authority 2016
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Comments on this unit standard
Please contact the ElectroTechnology Industry Training Organisation (ETITO)
reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit
standard.
 New Zealand Qualifications Authority 2016