Elements and Performance Criteria
- Identify customer needs
- Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
- Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements
- Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
- Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
- Deliver a service to customers
- Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements
- Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
- Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements
- Provide assistance or respond to customers with specific needs according to organisational and legislative requirements
- Identify and use available opportunities to promote and enhance services and products to customers
- Monitor and report on service delivery
- Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements
- Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements
- Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
- Regularly seek customer feedback and use to improve the provision of products and services
- Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery