Develop personal performance through delivering customer service
Overview
This standard is part of the customer service competence area related to Customer Service Management. It includes developing personal performance through delivering customer service. 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.
Delivering customer service presents you with many opportunities for learning and for developing your personal skills. You develop your personal skills at the same time as improving your customer service performance. You plan to improve your personal performance with your manager or mentor, based on feedback, and then carry out development activities to help you improve in your customer service role.
This standard is for customer service professionals on supervisory or managerial levels who develop personal performance through delivering customer service.
Performance criteria
You must be able to:
- research the knowledge and skills you require to meet your organisation's standards in your customer service role
- review your own positive and negative experiences as a customer to empathise with your customers perspective
- assess your own performance in your customer service role using your organisation's standards
- gather feedback from your manager and team colleagues about your performance
- identify your strengths and development areas based on colleagues' feedback and your own self-assessment
- agree your strengths and development needs with your manager or mentor
- write personal objectives to maintain your strengths in performing your customer service role
- produce personal development objectives to improve your performance in your customer service role based on your identified needs
- create personal development plans including activities and target dates for completing them
- review your progress towards your objectives with your manager or mentor
- complete the development activities identified in your customer service personal development plans
- reflect on your day to day experiences with your customers to develop your customer service performance
- obtain feedback from your manager and team colleagues about changes that you have made to your performance
- review and update your customer service personal development plans
- 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:
- your organisation's standards for your role and the knowledge and skills that you need to meet performance expectations
- how you can use your own experiences as a customer with other organisations to understand what customers might be thinking and feeling about your service to them
- how to carry out a self-assessment of your own performance using your organisation's standards
- the methods used to gather feedback from colleagues and your line manager and the advantages and disadvantages of each method
- how to respond positively to personal feedback
- how to analyse the feedback you have received to identify areas of strength and areas that require development
- how to produce a personal development plan that will build on your strengths and develop areas that need to be improved to deliver customer service
- your organisation's formal and process for producing personal development plans and what you need to include
- the importance of using a process of planning, doing and reviewing progress with your manager or mentor for personal development
- how to review your progress with your manager or mentor and update your development records
- the methods that can be used to reflect on learning and the approaches that you find most useful
- how to access sources of information and support for your learning
- how to obtain personal feedback from your team members and manager that links to your development objectives
- the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out