Use bespoke software for dealing with customers
Overview
This standard is part of the customer service competence area related to Customer Service Delivery. It includes using bespoke software for dealing with customers. It covers planning, organising and controlling customer service operations. It includes customer service behaviours and processes that have most impact on the customer experience during Customer Service Delivery. Remember that customers include everyone to whom you provide products and services. They may be external to your organisation or they may be internal customers.
Customer service is often delivered using bespoke software when dealing with customers face-to-face, by telephone or online. You navigate the system quickly by following recommended routes and using the functionality of the system. Customers are unaware of the details of the system you are using and keep them informed of the different steps you are taking. Your use of the system ensures that you keep records of the transaction so that it can proceed successfully through to the next stages. Most of all, customer satisfaction must drive the interaction and it should not appear to be dominated by the demands of the software.
This standard is for customer service professionals who are responsible for using bespoke software when dealing with customers.
Performance criteria
You must be able to:
- access your organisation's software system using your unique log in details
- navigate to the bespoke customer service software to check that you can access all the areas you need to carry out your role
- build your familiarity with the software manual, help screens or help lines to know where to locate technical support when needed
- prepare your work area to deliver customer service using the bespoke software
- identify your customers and the services or products they wish to access
- follow organisational procedures to step through the system to respond to customers' needs
- use search or other specialist functions within the software to respond to customer requests
- enter new customer service records using the bespoke software system
- amend customer service records in the bespoke software system
- communicate with your customers when the software system using non-technical language
- follow organisational procedures to structure customer conversations that follow the paths and sequences of the bespoke software
- interpret and act on error messages to support your customer service
- refer your customer to colleagues if you are unable to complete transactions
- follow the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out
Knowledge and Understanding
You need to know and understand:
- the log in routines for your organisation's bespoke software system
- the architecture and geography of the bespoke software system and how to navigate your way around it to access what you need
- the different screen or menu routes that can be followed to meet customer requirements and how to structure your customer conversations to align with them
- the sources of support and help for the bespoke software including manuals, help screens and help lines
- the importance of preparing a work area before delivering customer service and the impact this has on your work
- your organisation's customers and the services and products that you can offer to them
- the search or other enquiry facilities within the bespoke software system
- how to complete new customer records and capture information following your organisation's processes and guidelines
- the methods used to amend and update customer service records in the bespoke software system
- the importance of avoiding jargon and system terminology when communicating with customers
- how to respond to error messages when using a bespoke software system
- the referral points and sources of information when you are unable to meet customer needs using the bespoke software system
- the links between the bespoke software system and open networks or social media platforms that may be relevant to communication with your customers
- the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out