When you think of services, you should think of people. You may have a favourite hair salon or barber you go to. It is not usually the shop itself that keeps you coming back but an individual hairdresser or barber who performs a service the way you like it. It could be that they know and can work with your hair, which may be long or short, thin or tough. It could be that you favour a particular person because he or she shares your interests in a particular topic, engages you in conversation or goes about the job quietly. Whatever the reason, you link service delivery with the nature and competence of the person delivering the service.
Each time you deal with a client you leave with them an impression of how well your organisation provides the services it delivers and how interested you are in serving your clients. If you are competent in the knowledge and skills that you use to deliver services to clients then your clients will feel well served.
It is important to ensure you are competent in your service delivery. Most service activities require knowledge, skills and specific workplace behaviours, and by assessing your personal knowledge, skills and behaviours against competency standards you can determine whether you are competent in the functions and activities you carry out.
Remember your competence is the foundation of providing quality customer services. As a service and/or good provide to the customer your competence should be such that you can carry out your job effectively, efficiently, with good humour and recognising that each person is unique and has unique requirements.
There is often a list of standards of competence required in a particular workplace. To achieve your goals it is necessary for you to possess the necessary competencies that specify required knowledge, skills and workplace behaviour that, together, will contribute to effective service delivery.
Knowledge, skills and behaviour analysis is a process that allows the identification of the knowledge, skills and behaviours required to achieve competency. You need to check that you meet requirements and that you are performing to an optimal level. Workplace competence service delivery is evidenced through the way you complete the tasks which are part of your job. The following is summary of these various aspects:
Knowledge which may include technical knowledge in relation to service provided
Knowledge of organisation policies and other workplace practices and procedures that reflect the level of service expectations of the organisation
Skills that may include the service delivery model or approach to servicing customers of an organisation
Behaviours that represent the way in which you are to conduct yourself in relation to providing services to your customers.