4927 Provide Telecommunications Customer Help Desk Services
Page 1 of 3
Title / Provide telecommunications customer help desk services
Level / 4 / Credits / 6
Purpose / This unit standard covers the provision of telecommunications helpdesk services for customers.
People credited with this unit standard are able to:
–identify and respond to customer service requirements; and
–identify and respond to customers, behavioural styles.
Classification / Telecommunications > Telecommunications - Service Delivery
Available grade / Achieved
Guidance Information
1It is recommended that candidates have relevant experience in a front line customer service role and current knowledge of company policies, procedures, products and services before assessment against this unit standard is attempted.
2Definitions
Helpdesk services – computerised, manual, face to face, telephone;
Customers – internal, external.
3References
Privacy Act 1993;
Health and Safety in Employment Act 1992; and
their subsequent amendments and replacements.
Outcomes and performance criteria
Outcome 1
Identify and respond to customer service requirements.
Performance criteria
1.1Customers agree that their requirements are identified and confirmed in a timeframe that meets their needs.
Rangeproducts, services, maintenance, repairs, installations.
1.2Action required resulting from customer interaction is recorded and is accurate, complete, and forwarded to relevant personnel promptly.
1.3Interactions with colleagues are polite, courteous, and enhance trust and respect.
1.4Telephone calls to helpdesk services are answered promptly, and interactions with customers are polite and friendly.
1.5Opportunities to enhance organisational reputation from interaction with customers are identified and optimised.
Rangecustomer care, exceeding customer expectations.
1.6Opportunities to increase organisational revenues from customer helpdesk interactions are identified and actioned promptly.
Rangeproducts, services, cross selling, up-selling, referrals to other departments.
1.7Customer helpdesk services comply with legal requirements and organisational policies and procedures.
Rangeorganisational policies and procedures – sales and service operational manuals;
legal requirements – confidentiality of customer information.
1.8Resources required for operation of customer helpdesk are available, current, complete, and fit for purpose.
Rangemanuals, computers, customer information, operating equipment.
1.9Constraints to customer helpdesk services are identified and actioned promptly with relevant personnel.
Rangeprocess, technology, people, time, resources.
Outcome 2
Identify and respond to customer’s behavioural styles.
Performance criteria
2.1Correct customer behavioural style is identified.
Rangeaggressive, passive, apologetic, interactive.
2.2Correct response to identified customer behavioural style is used during interactions.
2.3Customers agree that interactions with helpdesk services are courteous, helpful, and enhance mutual respect and trust.
2.4Responses to customers identified behavioural style comply with organisational policies and procedures.
2.5Opportunities to minimise the impact of negative customer behaviours are identified and actioned as required.
Rangerelaxation techniques, positive tapes, group interaction.
2.6Personal emotional balance is maintained at all times during interactions with customers.
This unit standard is expiring. Assessment against the standard must take place by the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 1 / 28 July 1995 / 31 December 2018
Revision / 2 / 31 August 1998 / 31 December 2018
Revision / 3 / 3 April 2001 / 31 December 2018
Rollover and Revision / 4 / 21 November 2008 / 31 December 2018
Review / 5 / 23 November 2017 / 31 December 2018
Consent and Moderation Requirements (CMR) reference / 0003
This CMR can be accessed at
Comments on this unit standard
Please contact Infrastructure ITO you wish to suggest changes to the content of this unit standard.
Connexis Infrastructure ITOSSB Code 101813 / New Zealand Qualifications Authority 2018 / / New Zealand Qualifications Aut