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Elements and Performance Criteria

1. Identify customer needs
   • Types of customers and their expectations and needs are identified through consultation and negotiation
   • Information on customers is used to identify required services
   • Customer needs are regularly monitored through formal and informal communication channels
   • Current products and services are assessed against customer needs to determine the ability of the enterprise to meet them
2. Respond to customer needs
   • Customer requests are responded to in a timely and efficient manner
   • Workplace services and products are promoted to customer in a manner that assists the development of a positive and professional relationship
   • Customer dissatisfaction is promptly addressed according to workplace procedures
3. Evaluate service provided
   • Customer service is evaluated and appropriate action taken to resolve any complaints
   • Feedback is sought from customers on the product or service provided
   • Customer feedback is documented according to workplace procedures

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.
Workplace procedures must include:	customer service and continuous improvement processes workplace customer service practices.
Appropriate action must include:	handling customer needs in a courteous, discreet and sensitive manner addressing customer complaints and escalating where necessary.

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