Work with others to improve customer service

Overview & Purpose

What This Standard Covers

This NOS outlines the importance of collaboration in delivering excellent customer service. It emphasizes that effective communication and cooperation with various stakeholders are essential for enhancing service delivery and improving overall performance.

Performance Criteria

• Contribute constructive ideas to plans for improving customer service.
• Confirm responsibilities for following plans with others.
• Cooperate and keep commitments to improve service.
• Communicate changes that may affect service improvement plans.
• Discuss personal performance impact with team members.
• Review individual performance against service improvement plans.
• Measure joint performance against customer service aims.
• Identify and implement improvements in joint efforts for customer service.
• Assess how teamwork enhances customer service for the organization.

Knowledge & Understanding Requirements

• Competitors and marketplace dynamics affecting the organization.
• Legislation impacting organizational performance.
• Customer rights and service limitations.
• Health and safety, data protection, equal opportunities, and disability discrimination.
• Ethical standards and codes of practice in customer service.
• Organizational guidelines, authority limits, and targets affecting job roles.
• Importance of clear and confident communication.
• Roles and responsibilities of both internal and external stakeholders.

Relevent Roles

• Librarians and Related Professionals
• Education and Training Professionals
• Direct Learning Support Staff