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Elements and Performance Criteria

1. Relate own role to customer engagement operations
   • Identify specific customer engagement operations and relate these to the industry-wide context
   • Identify how customer contact activity contributes to the organisation’s goals
   • Identify personal customer engagement role and operations
   • Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives
   • Identify the major components of the customer engagement infrastructure
   • Relate personal operations to customer engagement infrastructure
2. Reflect on personal performance
   • Recognise and use available resources and support effectively
   • Operate within reporting protocols, policies and procedures of customer contact organisational structure
   • Comply with regulatory and legislative requirements
   • Identify personal performance requirements and expectations
3. Maintain a professional approach to employment
   • Display a positive and ethical approach to employment and role
   • Identify realistic short and longterm career objectives
   • Relate personal capabilities to current role and career objectives
   • Identify strategies for projecting a professional image in current role
   • Contribute to the promotion of the centre, organisation and its staff to customers
4. Participate in a workplace team
   • Identify team member roles and team structure
   • Interact cooperatively with team members