NZQA Expiring unit standard 7455 version 7 Page 1 of 4 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 Page 4 of 4 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