Unit of competency Outline

Date retreived
23/07/2026 4:24 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Develop online customer service standards

Develop online customer service standards

Unit of competency
National Code
SIRXCEG007
State Code
BBB64
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
16/08/2017
View on TGA
State Implementation and Classification
Approved Date
14/12/2017
Field of Education
080599 - Sales And Marketing, N.e.c.
Original Release Date
14/12/2017
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to develop, implement and review online customer service standards and activity. This unit applies to individuals working in a diverse range of sectors and business contexts that have an online presence. They operate independently, under limited supervision from others, and are responsible for making a range of operational decisions.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Develop online customer service standards.
  • 1.1. Access and review information on online customer service needs and expectations.
  • 1.2. Research industry best practice and use findings to benchmark the development of online customer service standards.
  • 1.3. Seek input from others to inform the development of online customer service standards.
  • 1.4. Develop online customer service standards that align with existing organisational policies, procedures and brand values.
  • 1.5. Determine online customer service touchpoints and identify required communication technologies.
  • 1.6. Determine performance metrics to evaluate customer service standards.
  • 1.7. Incorporate legal and ethical requirements into the development of online customer service standards
  • 1.8. Ensure consistency between online and offline customer service standards, as required.
2. Implement and monitor online customer service standards.
  • 2.1. Communicate online customer service standards and expectations to relevant personnel.
  • 2.2. Ensure availability of resourcing required to maintain online customer service standards.
  • 2.3. Monitor customer service levels to ensure standards are met and take corrective action when standards are not met.
  • 2.4. Provide feedback and support to team members to enhance online customer service standards.
  • 2.5. Take responsibility for resolution of complex and difficult customer interactions.
3. Review online customer service standards.
  • 3.1. Review customer feedback, reviews and complaints to assess online customer service provision.
  • 3.2. Use performance metrics to evaluate customer service standards.
  • 3.3. Communicate customer feedback to the team and discuss opportunities for improved customer service provision.
  • 3.4. Identify and address technological and resourcing issues impacting effective customer service provision.
  • 3.5. Adjust customer service standards based on feedback received.
No information
No information
No information
State Code National Code Title Type
AD718 SIRSS00016 Ecommerce Management Skill set
AZZ8 SIR50116 Diploma of Retail Leadership Qualification