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Elements and Performance Criteria

1. Identify client needs.
   • Greet client courteously and follow organisational client-service standards.
   • Communicate clearly during client contact.
   • Identify and confirm client needs.
   • Confirm agreed timeframes and commitments with client.
   • Provide client with product and service information.
2. Deliver services to client.
   • Deliver services specified by client.
   • Verify with client that services have been delivered and meet client expectations and required workplace standards.
   • Complete required workplace documentation.

Range Statement

Not Applicable

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Performance Evidence

A person who demonstrates competency in this unit must provide effective client services to:

two different clients with two different service requirements.

Performance must include:

effectively communicating with clients;

understanding of basic communications methods; and

addressing client’s needs.

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Knowledge Evidence

A person demonstrating competency in this unit must identify:

workplace requirements for undertaking all aspects of providing effective customer service, including;

methods to greet clients, identify and confirm needs, timeframes and commitments

key features of effective communication with clients

workplace procedures for:

communicating clearly and effectively with clients

dealing with client’s complaints or comments

communicating and clarifying work requirements with supervisor, team members or client

notifying supervisor, team members or client of work completion; verbal

communication in person or by phone, written communication including hard copy

cleaning schedules, text or electronic form

reporting incidents; accidents and injury, damage to or breakages in the cleaning area or cleaning equipment, theft and threats to personal security

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