Essential Skills of Managing Technology in Customer Service
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Through successful completion of this program, the learner will acquire the knowledge, skills, and competencies to perform essential skills for job seekers who are planning to get recruited as cashiers in the retail sector including:
1. Manage the use of technology to improve customer service.
2. Obtaining the necessary skills for employment.
3. Provide Excellent Customer Service through technology
Learning Outcomes
- Understand how to manage the use of technology to improve customer service
- Be able to identify opportunities for customer serviceimprovement through the use of technology
- Be able to implement changes in technology to improve customer service
Assessment Criteria
- Analyse developments in information and communication technology that relate to customer service
- Analyse the features, functions and implications of technology for customer service delivery
- Explain how to monitor the use of technology to improve customer service
- Review the effectiveness of customer service delivery against agreed criteria
- Identify how customer service delivery could be improved by the introduction or adaptation of technology
- Assess the costs of changes in the use of technology to
- improve customer service delivery
- Make recommendations for changes in the use of technology through a costed business case
- Plan the implementation of changes in the use of technology in a way that minimises disruption to business
- Update colleagues on the implementation and expected benefits of new technology
- Provide staff with training in the use of new technology
- Monitor the implementation of changes in the use of technology in line with the plan
- Evaluate the effectiveness of changes in the use of technology against agreed evaluation criteria