NZQA Expiring unit standard
7455 version 7
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Title
Develop and strengthen customer relationships and services
Level
6
Purpose
Credits
10
This unit standard is for people who have or seek responsibility
for managing customer services.
People credited with this unit standard are able to develop,
implement and review customer service standards, monitor and
review customer services against standards, and build customer
relationships.
Classification
Business Operations and Development > Business
Relationships Management
Available grade
Achieved
Entry information
Recommended skills
and knowledge
Unit 8074, Establish, develop, and improve quality-focused
aspects of customer relationships, or demonstrate equivalent
knowledge and skills.
Explanatory notes
1
Organisation refers to the business entity and can cover a variety of types and forms of
organisation, whether profit or non-profit, in private, public, or voluntary sectors,
including business units, iwi, and other special purpose bodies.
2
Customer is used as the generic description for a person or organisation who receives
products or services supplied by the organisation. Customers may be external or
internal to the organisation. The term ‘customer’ may be translated according to the
user’s context as ‘client’, ‘consumer’, ‘member’, ‘patient’, or other title.
3
Customer requirements is the expression of features of products, services, production,
and delivery processes, including both essential features or needs (both stated and
implied), and desirable features.
4
Quality is the totality of the characteristics of products and services that bear on their
ability to satisfy stated and implied needs of customers and other stakeholders.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
7455 version 7
Page 2 of 4
5
Stakeholders are individuals and groups, which have some direct interest in the
organisation and its products or services. Stakeholders typically include customers,
providers, owners, shareholders, managers, employees, employee organisations, and
regulatory bodies.
6
This unit standard will be assessed against on the basis of evidence of demonstrated
performance in the workplace. In practice this will call for a variety of modes of
assessment and forms of evidence. Evidence is required to show consistency of
performance across a range of situations and to demonstrate knowledge,
understanding and skill in the principles and practices directly relating to the competent
performance of outcomes and evidence requirements.
Outcomes and evidence requirements
Outcome 1
Develop, implement and review customer service standards.
Evidence requirements
1.1
Customer requirements are reliably identified through consultation with customers
and key informants and through market research or other information collection
techniques.
1.2
Customer requirements are identified in terms of the organisation's strategic
direction and market stance.
Range
1.3
evidence of knowledge and understanding includes but is not limited
to – organisational policy on level of service; current service
objectives and comparison with competitor strategies and actions;
customer market segmentation and organisation's ‘target’
customers.
Customer service standards are developed to satisfy identified customer
requirements and are fully communicated to all staff in a manner which secures
their commitment and support.
Range
evidence of knowledge and understanding includes but is not limited
to – the organisation’s definition of quality service and how it is
implemented and monitored.
1.4
Staff are allocated and trained, and work routines are organised for effective
service delivery to meet customer requirements.
1.5
Application of customer service standards demonstrates that consistent customer
service is provided across the organisation.
1.6
Standards are reviewed at defined intervals in order to meet emerging
requirements and changes are documented.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
7455 version 7
Page 3 of 4
Outcome 2
Monitor and review customer services against standards.
Evidence requirements
2.1
Methods are established for monitoring and reviewing the quality of customer
transactions, products and services against the required customer service
standards.
2.2
Systems used to review customer service standards take account of changing
customer requirements and the organisation’s market position and competition.
2.3
Potential customer service problems or constraints are identified in time for action
to be taken which ensures continued customer satisfaction.
2.4
Customer complaints are handled expeditiously in accordance with the customer
service standards and the customer is informed promptly and politely of the
outcome of complaints and proposed remedial action.
2.5
Opportunities for customers to provide feedback on customer service are clearly
communicated to them.
2.6
Customer feedback and reaction are monitored and reviewed at agreed intervals
for conformance with desired outcomes so that weaknesses, gaps and
opportunities for improvement are identified.
Outcome 3
Build customer relationships.
Evidence requirements
3.1
An effective rapport with the customer is established and maintained in all
subsequent dealings to foster long term relationships and continuing business.
3.2
Customers are contacted at agreed intervals to determine whether new or
additional products and services are required and to offer special or additional
benefits.
3.3
After sales services provide opportunities for strengthening customer relationships
and continuing customer satisfaction.
Range
3.4
after sales services – include but are not limited to technical
assistance, product support, quality assurance, guarantees, repair
or replacement policies.
Customer service is provided by all staff in a manner which promotes goodwill and
trust, and takes account of special needs with sensitivity, empathy and respect.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
3.5
7455 version 7
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Policies, procedures and activities designed to promote customer trust,
satisfaction and goodwill are actioned promptly, accurately and willingly by all
staff.
Replacement information
This unit standard, unit standards 6406 and 7456, have
been replaced by 29464.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
31 August 1996
31 December 2016
Revision
2
7 September 1999
31 December 2016
Rollover and
Revision
3
14 December 2007
31 December 2016
Rollover
4
17 September 2010
31 December 2016
Rollover and
Revision
5
18 April 2013
31 December 2018
Rollover
6
16 April 2015
31 December 2018
Review
7
19 May 2016
31 December 2018
Consent and Moderation Requirements (CMR) reference
0113
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.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016