Provide customer services in construction
Overview
"This standard is about providing customer service in construction by delivering reliable customer service and monitoring customer service in accordance with current organisational requirements which are equal to or exceed current statutory and legislative requirements
This standard is for people working in the occupational area of construction site supervision which is defined as the supervision of multiple construction trades and disciplines and can be used by operatives, supervisors and managers"
Performance criteria
You must be able to:
"P1 identify, record and use organisational procedures to implement
systems or processes that will deliver and improve customer
service for at least two of the following:
1.1 specifications
1.2 drawings
1.3 instructions and variations
1.4 feedback processes
P2 give a consistent and reliable service and maintain records of how
the provision of customer service promoted customers'
confidence
P3 work with others to resolve customer service problems using at
least two of the following forms of communication:
3.1 electronic
3.2 verbal
3.3 via a second person
3.4 feedback documents
3.5 group meetings
P4 communicate with customers to provide information, and check
and record satisfaction for at least two of the following actions:
4.1 corrective
4.2 referral
4.3 investigative
4.4 reactive
4.5 proactive
P5 solve problems within existing systems or procedures that may
affect customers before the customer becomes aware of them
P6 confirm and record that the service given meets the customers'
needs and expectations
P7 inform and record any changes to customer service systems or
procedures that will reduce the chance of problems being
repeated to at least two of the following people responsible:
7.1 client, customer or their representative
7.2 contractors
7.3 consultants
7.4 sub-contractors
7.5 suppliers
7.6 workforce
P8 share and record information to maintain and improve standards of
service delivery with people responsible"
Knowledge and Understanding
You need to know and understand:
"Performance Criteria 1
Identify and use organisational procedures legislation and guidance
K1 how to identify organisational procedures current legislation and
official guidance relevant to delivering and improving customer
service
K2 how to deliver and improve customer service by using identified
information to implement and record systems or processes for the
following:
K2.1 organisational procedures
K2.2 specifications
K2.3 drawings
K2.4 instructions and variations
K2.5 feedback processes
Performance Criteria 2
Prepare to deal with customers
K3 how to give consistent customer service
K4 how to use systems or procedures to give reliable customer
service and promote customer confidence
Performance Criteria 3
Work with others to resolve customer service problems
K5 how to work with others to resolve customer service problems
using the following forms of communication:
K5.1 electronic
K5.2 verbal
K5.3 via a second person
K5.4 feedback documents
K5.5 group meetings
K6 how to communicate and share information with the following:
K6.1 client, customer or their representative
K6.2 contractors and sub-contractors
K6.3 consultants
K6.4 workforce
Performance Criteria 4
Communicate with customers
K7 how to communicate with customers to check and record
satisfaction with the information provided for the following
actions:
K7.1 corrective
K7.2 referral
K7.3 investigative
K7.4 reactive
K7.5 proactive
Performance Criteria 5
Solve problems within systems and procedures
K8 how to identify problems within existing systems or procedures
that may affect customers, including but not limited to:
K8.1 current legislation
K8.2 official guidance
K8.3 organisational procedures
K8.4 specifications
K8.5 drawings
K8.6 instructions and variations
K8.7 feedback processes
K9 how to ensure problems in systems or procedures are resolved
before the customer becomes aware of them
Performance Criteria 6
Confirm the service meets customer needs
K10 how to communicate with customers to confirm that the
service given meets the customers' needs and expectations
Performance Criteria 7
Inform people of changes
K11 how to identify reoccurring problems in customer service
systems and procedures
K12 how to report on customer service systems and procedures
to reduce the chance of problems being repeated
K13 how to inform the following about changes to customer service
systems and procedures:
K13.1 client, customer or their representative
K13.2 contractors
K13.3 consultants
K13.4 sub-contractors
K13.5 suppliers
K13.6 workforce
Performance Criteria 8
Share information
K14 how to improve and maintain standards of service delivery
K15 how to share information in order to maintain and improve
standards of service with the following:
K15.1 client, customer or their representative
K15.2 contractors
K15.3 consultants
K15.4 sub-contractors
K15.5 suppliers
K15.6 workforce"