Improve customer service through use of technology and other resources

This standard is part of the customer service competence area related to Customer Service Management.  It covers improving customer service through use of technology and other resources.  It covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.  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 changes and improves when new technologies and resources are used. You identify and specify opportunities for customer service improvements and evaluate options for applying technology or other resources to improve customer service. You develop and improve customer service within a framework of organisational procedures, regulation and legislation. You oversee the implementation of technology and resource changes to improve customer service and review the results.

This standard is for customer service professionals on supervisory or managerial levels who improve customer service through use of technology and other resources.

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1. monitor developments in technology and other resources to improve customer service
2. review the use of resources and technology in your organisation's customer service delivery systems and processes
3. identify opportunities and options for improving customer service using technology and other resources
4. analyse the potential customer service benefits for the improvement options you have identified
5. calculate the costs associated with each option for improving customer service
6. estimate the affordability of each option to improve customer service
7. identify the option that best meets your organisation's needs
8. specify the effects that your chosen option will have on your organisation's services and products, and customer perceptions
9. produce a business case to propose improvements to customer service using technology and other resources
10. identify organisational policies, procedures and practices that may impact on your proposed customer service improvements
11. follow your organisation's procedures to gain approval from decision makers for your proposed improvements in customer service
12. agree with colleagues or service partners the actions needed to meet organisational requirements when implementing the customer service improvements
13. agree customer service improvements with decision makers when your proposals require authorisation above your level of authority
14. identify legislation and external regulation that may affect the implementation of customer service improvements
15. balance the requirements of legislation and external regulation with the needs of your organisation when implementing customer service improvements
16. plan the implementation of customer service improvements using technology and other resources
17. brief customer service colleagues about the implementation of improvements and the expected benefits
18. monitor the implementation of customer service improvements and the expected benefits
19. review the implementation of customer service improvements with customer service colleagues
20. make adjustments to implementation of customer service improvements based on your review

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1. the current trends in technology that imply changes to the channels and social media platforms used by customers
2. the features and functionality of available technology that may contribute to improvements in customer service
3. how the application of additional resources other than technology can be used to improve customer service
4. the methods used to conduct a systematic review of your customer service systems
5. the techniques used to analyse the costs and benefits of options for improving customer service
6. how to estimate the affordability of options for making improvements in customer service
7. the importance of evaluating the benefits of different options for improving customer service to select the most relevant to recommend
8. how to analyse the impact that your options may have on customer perceptions and the services and products that your organisation offers
9. the methods and format for presenting a business case to make improvements in customer service in your organisation
10. the organisational policies, procedures and practices that you need to follow when you propose improvements in customer service
11. how to gain approval to change customer service procedures or practices and the decisions makers that you need to approach
12. how you involve colleagues or service partners in the implementation of improvements
13. the limits of your own authority and who else in the organisation needs to be involved if you cannot authorise improvements alone
14. the legislation and external regulation relating to consumer protection and data protection
15. the legislation and external regulation relating to diversity, inclusion and discrimination
16. the legislation and external regulation relating to health and safety of customers and colleagues
17. the importance of balancing the requirements of legislation and external regulation with the needs and objectives of your organisation
18. the briefing techniques for introducing colleagues to changes
19. the methods used to monitor and review the improvements implemented with customer service colleagues
20. how to adjust customer service delivery after the implementation of changes and how to communicate these to customer service colleagues

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1

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2026

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Current

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Original

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Instructus

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CFACSF4, CFACSD18

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Customer Service Occupations

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7219

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Rules; regulations; legislation; improve customer service; customer service; contact centres; developing; improving; communication; problem solving; work with others; teamwork; giving information; receiving Information;

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