Manage customer service performance

This standard is part of the customer service competence area related to Customer Service Management.  It includes managing customer service performance. 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 performance is measured by a wide variety of metrics and ratings collected in different ways by your organisations. You use your organisation's metrics and quality monitoring ratings to manage customer service performance systematically and identify actions for improvement.  You collect information and interpret it by referring to standards, benchmarks, targets and tolerances. You also identify trends and patterns in quality monitoring results and adjust performance targets.

This standard is for customer service professionals on supervisory or managerial levels who manage customer service performance.

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1. collect metrics on customer service operations performance
2. interpret broad patterns of customer service operations metrics
3. investigate the questions raised by your interpretation and analysis of performance
4. interpret customer service performance metrics for your organisation's services and  products
5. match customer service performance metrics to benchmarks, targets, standards and agreed tolerances
6. analyse customer service performance metrics to identify patterns and trends
7. compare customer service performance metrics with your organisation's quality monitoring ratings
8. review the resource requirements related to managing customer service performance
9. produce a business case detailed actions to improve performance including a summary of your analysis
10. specify Specific, Measurable, Achievable, Realistic, Time-bound (SMART) actions to maintain and improve on customer service performance
11. brief your team members on the actions they need to take to improve customer service performance
12. organise resource changes to improve customer service performance when required
13. organise coaching or training to improve team members performance where development needs have been identified
14. adjust customer service performance targets to keep them challenging and achievable
15. follow the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

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1. the methods used to collect metrics on customer service operations performance
2. the techniques for interpreting customer service performance metrics to identify broad patterns
3. the importance of further investigation of any questions that your interpretation of metrics raises and the approaches that you can use
4. the importance of interpreting metrics related to specific services and products as well as overall customer service performance
5. the sources of benchmarks targets, standards and agreed tolerances for your organisation's customer service performance
6. how to identify patterns and trends in customer service performance metrics
7. the techniques used to compare customer service performance metrics with your organisation's quality monitoring results
8. the different types of resources that support customer service performance and how to review and calculate any changes required to deliver improvements
9. how to write a business case, what should be included and your organisation's preferred format
10. the types of actions that will improve customer service performance and how to write them using the Specific, Measurable, Achievable, Realistic, Time-bound (SMART) model
11. the importance of briefing your team members about the role that they play in improving customer service performance and gain their commitment to the actions you have specified
12. the potential resource changes that may be required and how to secure them
13. the methods of coaching and training that can improve team members customer service performance and how to access this in your organisation
14. the ways that you can check that targets are challenging and achievable and how to adjust them
15. the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

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1

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01 Mar 2026

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Current

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Original

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Instructus

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CFACSD20

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Customer Service Occupations

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7219

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Management; customer service performance; metrics; ratings; measuring; performance measures; benchmarking; targets; identify trends; identify patterns; monitor outcomes; customer service; contact centres;

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