Develop and manage a customer-focused organisation

This standard is about developing and managing a customer-focused organisation. You will develop and manage a customer focused culture within your organisation. This includes organising suitable resources and collaborating with others to maintain customer service standards. You will also monitor customer service performance, obtain feedback, and analyse data to identify improvements and recommended changes to processes, systems and standards.

For purposes of this standard, an ‘organisation’ can mean a self-contained entity such as a private sector company, a charity or a local authority, a significant operating unit, with a relative degree of autonomy, within a larger organisation or as a freelance/sole trader.

This standard is for all managers and advanced practitioners.

1. establish measurable standards of customer service, considering customers' expectations and your organisation's resources

2. review processes and systems throughout your organisation to ensure they are customer-focused

3. develop a customer service standard

4. organise resources to meet customer service standards, taking account of varying levels of demand and likely contingencies

5. measure competence in self and others to ensure the delivery of the required level of customer service

6. establish collaborations with other organisations or departments to maintain and improve customer service standards

7. develop a customer service centred culture within your organisation

8. monitor customer feedback and service standards at appropriate intervals

9. interpret and analyse your collated information and data, based on your organisations customer service standards

10. identify opportunities for improving customer service standards based on feedback and monitoring

11. implement recommended changes to processes, systems or standards to improve customer service

12. operate within your scope of practice and in accordance with the guidelines

13. follow current legislation, guidelines, policies, procedures and protocols which are relevant to your work practice and to which you must adhere

1. the legal rights of customers

2. your organisations commitment to customer service

3. your organisation's customers and their expectations of customer service

4. how to establish clear and measurable standards of customer service, considering customers' expectations and your organisation's resources

5. the importance of a customer service standard and customer-focused culture and ethics

6. how customer service standards and procedures are used to meet customer needs

7. the importance of ensuring you organise resources to meet customer service standards

8. the importance of ensuring self and others understand the standards of customer service that are expected to be delivered

9. the importance of collaborating with other organisations or departments to maintain and improve high levels of customer service

10. how to develop a customer service centred culture within your organisation

11. when and how to monitor the standards of customer service delivered

12. the types of customer service information and data available and how to analyse it to identify opportunities for improving customer service

13. the importance of making or recommending changes to processes, systems, and standards to improve customer service, and how to do so 

14. the scope and limitations of your own competence, responsibilities, and accountability as it applies to your job role

15. current legislation, guidelines, policies, procedures and protocols which are relevant to your work practice and to which you must adhere