This unit covers the following:
1. Importance of one’s role in the service value chain
2. Sources of information commonly sought by organisation’s customers
3. Principles of effective team communication
4. Organisation’s service standards
5. Effective communication skills
6. Types of service performance issues
7. Organisation’s service escalation process
8. Channels to identify service performance issues
9. Recognise the role that one plays in the service value chain
10. Deliver service as part of a team according to the organisation’s service standards
11. Recognise opportunities and take initiative to assist colleagues in service delivery
12. Recognise and escalate service performance issues that affect the organisation’s It refers to the ability to service standards
13. Adhere to organisation’s professional code of conduct in service delivery.