Customer service standards
We will continuously strive to meet and exceed the service standards in the three key performance areas as set out below:
1. Quality of Information collected and provided by Skilling Solutions Queensland
Provide and collect accurate and clear information by:
- Sourcing and maintaining accurate and up-to-date database information;
- checking accuracy of all information input into CRM system;
- ensuring our web site is easy to navigate and provides helpful information;
- ensuring appropriate guidelines are followed when providing information services;
- provide information in a timely manner in accordance with individual customer needs;
- provide customers with forms for completion and reports to be read in a clear and easily understood format;
- Use appropriate questioning skills in all situations, and practice effective listening skills to ensure accurate feed back and mutual understanding.
2. Level of Customer Service skills provided by Skilling Solutions Queensland
Exhibit the following response standards:
In relation to incoming calls:
- Answer calls within three rings;
- Resolve 80% of enquiries on first call;
- Transfer of calls to be directed with 100% accuracy.
If call is not answered, it will be switched to a scripted voice message highlighting SSQ services.
In relation to outgoing calls:
- Return all customer calls by close of business same day. In the instance of customer message being left after 3pm call must be returned at the start of the next business day.
In relation to incoming email:
- Acknowledge incoming emails either with a response action or if a complex enquiry, provide an estimated time of response by close of business same day as received. In the instance of email being received after 3pm response must be returned at the start of the next business day.
In relation to outgoing email:
- Attach automatic signature details to all emails;
- Ensure responses are appropriate, provide correct, accurate and clear information and are cc to all stakeholders.
Adhere to the Department of Education and Training Code of Conduct as it relates to 3.14 Use of communication and information devices (eg. Telephone, facsimile, computers, information storage networks, Internet, Intranet, email, etc).
In relation to complaints:
- Any complaint received in person, by email, or phone must be acknowledged in writing the same day;
- If required, the acknowledgement must provide a date for the expected outcome, and this must be within 7 days;
- Details relating to complaint must be entered into CRM and advised to Team Leader.
In relation to dealing with difficult customers:
- Ensure effective listening skills are demonstrated;
- Ensure details relating to issue are clarified and recorded;
- Aim for a positive outcome;
- Call for assistance from Team Leader if required;
- Activate distress button if assistance is needed or safety is compromised.
In relation to bookings for interviews:
- First option for walk ins is to interview immediately, alternatively, confirm a date, time and consultant to customer at this time;
- In relation to telephone enquiries, customer to be provided a response that confirms date & time for interview, this is to be within seven days.
Be courteous and respectful in all dealings with customer.
Be positive and helpful in all instances.
Ensure that access, equity and privacy principles are adhered to.
Ensure that each customer experience is positive.
Use customers name in all face to face interaction.
Keep the customer, both external and internal, the focus point of all activity.
3. Quality of Skilling Solutions Queensland Customer Service Centres
- Individual acknowledgement when entering a Skilling Solutions Queensland centre;
- Work stations to be left in a clean and tidy manner at the completion of a days work;
- Each centre will provide a welcoming & inviting atmosphere;
- Ensure that all departmental literature, community literature and SSQ Fact Sheets are ordered in a timely manner to guarantee adequate supply.