Context Specific Knowledge and Understanding

1. The vision, objectives and operational plans for your area of responsibility.

2. The planning and decision-making processes within your area of responsibility.

3. The overall vision, values, objectives, plans and culture of the organisation.

4. The diversity of the people working in your area of responsibility.

5. Your area’s current and potential customers and their needs.

6. Other relevant parties with an interest in diversity in your area of responsibility.

7. The organisation’s written equality and diversity policy and any accompanying action plan and how they are communicated to people who work for the organisation, people in your area and to other relevant parties.

8. Sources of specialist expertise in relation to equality and diversity used in your area of responsibility.

9. The support and resources allocated to and across your area of responsibility to promote equality of opportunity and diversity.

10. Employment policies and practices within the organisation – including recruitment, selection, induction, development, promotion, retention, redundancy, dismissal, pay and other terms and conditions.

11. Working arrangements, resources and business processes in your area of responsibility.

12. Systems in place in your area of responsibility for monitoring, reviewing and reporting on progress in relation to equality of opportunity and diversity.

13. Allocated responsibilities for promoting equality of opportunity and diversity in your area of responsibility and the organisation in general.

Standard H9 – Work with Others to Improve Customer Service [ICS 39 / MSC F8]

Unit Overview

When you are working with your customers you are not working alone. Behind or alongside you there are others involved in the process who impact on how well you can deliver your products or services. These individuals may be from within your organisation or from the outside.

They may be:

• team members

• colleagues

• suppliers

• supervisors/managers/team leaders

• service partners

• manufacturers

• individuals from other departments

• individuals from other sites/regions/countries

• individuals from other organisations

The delivery of excellent customer service depends on your skills and those of others. It involves communicating with others and agreeing how you can work together to give a more effective service. To achieve this unit you must show that you have worked positively with others. You must also show how you have monitored your joint performance and changed the way you do things to improve customer service. This unit is all about how you develop a relationship with others to improve your customer service performance.

NB: This is unit 3 from the Customer Service National Occupational Standards at level 3

ELEMENT 1: WORK WITH OTHERS TO FOLLOW PLANS FOR IMPROVING CUSTOMER SERVICE

You need to show that you:

1 contribute constructive ideas to plans for improving customer service;

2 identify what you have to do to follow plans to improve customer service and confirm this with others;

3 co-operate with others to follow plans to improve customer service;

4 keep your commitments made to others;

5 keep others advised of situations that may affect plans to improve customer service.

ELEMENT 2: MONITOR YOUR OWN PERFORMANCE AGAINST PLANS TO IMPROVE CUSTOMER SERVICE

You need to show that you:

6 discuss with others how what you do affects their customer service performance;

7 identify how the way you work with others contributes towards meeting plans to improve customer service;

8 continuously review your own performance with others against plans to improve customer service.

ELEMENT 3: MONITOR JOINT PERFORMANCE AGAINST PLANS TO IMPROVE CUSTOMER SERVICE

You need to show that you:

• discuss with others joint performance measured against aims to improve customer service;

• identify with others how joint efforts to follow plans and achieve aims could be improved;

• take action with others to improve joint customer service performance;

• identify how the way you work with others improved customer service for your organisation and for your customers.

Date: 2015-12-24; view: 545