Elements and Performance Criteria
- Advise on customer service needs
- Clarify and accurately assess customer needs using appropriate communication techniques
- Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
- Provide relevant and constructive advice to promote the improvement of customer service delivery
- Use business technology and/or online services to structure and present information on customer service needs
- Support implementation of customer service strategies
- Ensure customer service strategies and opportunities are promoted to designated individuals and groups
- Identify and allocate available budget resources to fulfil customer service objectives
- Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
- Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
- Evaluate and report on customer service
- Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
- Identify and report changes necessary to maintain service standards to designated individuals and groups
- Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
- Maintain systems, records and reporting procedures to compare changes in customer satisfaction