| 1 | prepare to monitor the quality of customer service transactions | 1.1 | identify the criteria against which quality of customer service transactions will be monitored |
| 1.2 | agree a sampling frame for monitoring customer service transactions |
| 1.3 | follow organisational procedures to ensure their monitoring plans are compliant with any need for staff and customers to know they are being observed |
| 1.4 | identify ratings and scales against which quality of customer service transactions can be measured |
| 1.5 | ensure that they are totally familiar with the customer service procedures for transactions they are monitoring |
| 2 | monitor the quality of customer service transactions | 2.1 | carry out spot checks on or observations of the quality of customer service transactions |
| 2.2 | carry out planned and routine checks on or observations of the quality of customer service transactions |
| 2.3 | observe or listen to a colleague dealing with a customer service transaction |
| 2.4 | record their observations of a colleague’s performance against agreed quality criteria |
| 2.5 | make judgements about their colleague’s quality of service delivery by allocating a performance rating against a defined and agreed rating scale |
| 2.6 | analyse and summarise their observations to identify patterns and trends in their colleague’s performance |
| 3 | give feedback on the quality of customer service transactions | 3.1 | engage with their colleague in preparation for giving feedback on the quality of their customer service delivery |
| 3.2 | provide positive feedback to their colleague by identifying features of customer service that they delivered particularly well |
| 3.3 | give feedback to their colleague regarding features of their customer service delivery that would benefit from development |
| 3.4 | propose actions for coaching or training of a colleague in areas that would improve their customer service delivery |
| 3.5 | maintain records of customer service quality monitoring and action plans for improvements |
| 4 | understand how to monitor the quality of customer service transactions | 4.1 | review the criteria against which the quality of customer service delivery is judged in the their organisation |
| 4.2 | describe ways to construct a representative sample of customer service transactions in order to monitor quality |
| 4.3 | explain the importance of compliance with guidelines about ensuring customers and colleagues know they are being observed to monitor quality of service |
| 4.4 | explain how to define ratings and scales against which customer service transactions can be judged |
| 4.5 | explain their organisation’s procedures and guidelines for customer service delivery |
| 4.6 | describe ways to record details of customer service transactions they have observed in order to provide feedback |
| 4.7 | describe techniques for analysing and summarising observations in order to identify patterns and trends in customer service delivery |
| 4.8 | explain the importance of providing positive feedback to a colleague prior to identifying areas for improvement |
| 4.9 | describe sources of information about coaching and training options to improve customer service delivery |
| 4.10 | explain the importance of keeping detailed records of coaching and training relating to customer service delivery |
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