Elements and Performance Criteria
- Identify and monitor client needs.
- Client needs and expectations are regularly discussed with client according to company requirements.
- Feedback on company performance and level of client satisfaction is sought according to company requirements.
- Prompt action is taken on feedback received from client, according to company requirements.
- Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.
- Respond to complex client needs.
- Possibilities for meeting client needs are explained to client according to company requirements.
- Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.
- Preferred action is determined and prioritised according to company requirements.
- Potential difficulties in client service delivery are identified and appropriate actions are taken according to company requirements.
- Establish business contacts and networks.
- Organisations and groups that have potential to benefit from company products and services are identified according to company requirements.
- Appropriate individuals in group or organisation are identified in order to establish effective relationships according to company requirements.
- Methods of communication with business contacts and networks are agreed on and maintained according to own level of responsibility and company requirements.
- Trust and confidence of business contacts and networks are gained and maintained through demonstration of high standards of business practices and effective communication methods, according to company requirements.
- Work effectively with business contacts.
- Roles and responsibilities of business contacts are defined, clarified and agreed according to company requirements.
- Realistic service commitments are set and adhered to according to company requirements.
- Flexibility in normal work practices is adopted and encouraged, according to company requirements, when operating under unusual or difficult situations.
- Situations outside own area or level of responsibility are identified and where appropriate referred to appropriate personnel according to company requirements.
- Promote company.
- Strategies to represent and promote company's interests and requirements are developed.
- Additional products, services and information are suggested for consideration to meet client needs according to company requirements.
- Work group members are encouraged to develop effective relationships with client and users of client facilities.
- Communicate advice and pricing information.
- Written and verbal responses are presented according to company requirements.
- Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.
- Client requirements for follow-up information are attended to promptly according to company requirements.
- Bookings with client are scheduled and confirmed according to company requirements.