<p>NZQA Expiring unit standard 4927 version 5 Page 1 of 3</p><p>Title Provide telecommunications customer help desk services</p><p>Level 4 Credits 6</p><p>Purpose This unit standard covers the provision of telecommunications helpdesk services for customers.</p><p>People credited with this unit standard are able to: –identify and respond to customer service requirements; and –identify and respond to customers, behavioural styles.</p><p>Classification Telecommunications > Telecommunications - Service Delivery</p><p>Available grade Achieved</p><p>Guidance Information</p><p>1 It 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.</p><p>2 Definitions Helpdesk services – computerised, manual, face to face, telephone; Customers – internal, external.</p><p>3 References Privacy Act 1993; Health and Safety in Employment Act 1992; and their subsequent amendments and replacements. s Outcomes and performance criteria is i d rd Outcome 1 r a dad Identify and respond to customer service requirements.nan ta t g Performance criteria s s gn it it inri 1.1 Customers agree that theirn requirementsn ir arei identified and confirmed in a timeframe that meetsu their u needs.p p s is xex Range products,i h services,e maintenance, repairs, installations. ThT 1.2 Action required resulting from customer interaction is recorded and is accurate, complete, and forwarded to relevant personnel promptly.</p><p>Connexis Infrastructure ITO Ó New Zealand Qualifications Authority 2018 SSB Code 101813 NZQA Expiring unit standard 4927 version 5 Page 2 of 3</p><p>1.3 Interactions with colleagues are polite, courteous, and enhance trust and respect.</p><p>1.4 Telephone calls to helpdesk services are answered promptly, and interactions with customers are polite and friendly.</p><p>1.5 Opportunities to enhance organisational reputation from interaction with customers are identified and optimised.</p><p>Range customer care, exceeding customer expectations.</p><p>1.6 Opportunities to increase organisational revenues from customer helpdesk interactions are identified and actioned promptly.</p><p>Range products, services, cross selling, up-selling, referrals to other departments.</p><p>1.7 Customer helpdesk services comply with legal requirements and organisational policies and procedures.</p><p>Range organisational policies and procedures – sales and service operational manuals; legal requirements – confidentiality of customer information.</p><p>1.8 Resources required for operation of customer helpdesk are available, current, complete, and fit for purpose.</p><p>Range manuals, computers, customer information, operating equipment.</p><p>1.9 Constraints to customer helpdesk services are identified and actioned promptly with relevant personnel.</p><p>Range process, technology, people, time, resources. Outcome 2 s is Identify and respond to customer’s behavioural styles. i d rd Performance criteria ar a dnd 2.1 Correct customer behavioural style is nidentified.a tast g Range aggressive, passive, st apologetic, ngi interactive.n itni ri ir 2.2 Correct response to identifiednu customeri p behavioural style is used during interactions. u px is is exe 2.3 Customers hagree hthat interactions with helpdesk services are courteous, helpful, andT enhanceT mutual respect and trust.</p><p>2.4 Responses to customers identified behavioural style comply with organisational policies and procedures.</p><p>Connexis Infrastructure ITO Ó New Zealand Qualifications Authority 2018 SSB Code 101813 NZQA Expiring unit standard 4927 version 5 Page 3 of 3</p><p>2.5 Opportunities to minimise the impact of negative customer behaviours are identified and actioned as required.</p><p>Range relaxation techniques, positive tapes, group interaction.</p><p>2.6 Personal emotional balance is maintained at all times during interactions with customers.</p><p>This unit standard is expiring. Assessment against the standard must take place by the last date for assessment set out below.</p><p>Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 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 4 21 November 2008 31 December 2018 Revision Review 5 23 November 2017 31 December 2018</p><p>Consent and Moderation Requirements (CMR) reference 0003 This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.</p><p>Comments on this unit standard</p><p>Please contact Infrastructure ITO [email protected] if you wish to suggest changes to the content of this unit standard.</p><p> is is d d r ar dad nan ta t s s gng it it inri nun irpi us xpx ishi e e ThT</p><p>Connexis Infrastructure ITO Ó New Zealand Qualifications Authority 2018 SSB Code 101813</p>