Elements and Performance Criteria
- Advise on customer needs.
- Customer needs are assessed and clarified using appropriate communication techniques.
- Problems matching service delivery to customer needs are diagnosed and options for improved service are developed.
- Relevant and constructive advice is provided that promotes the improvement of customer service delivery.
- Business equipment and technology are used to structure and present information on customer service needs.
- Support implementation of customer service strategies.
- Customer service strategies and opportunities are promoted within the organisation.
- Available resources are identified and allocated to fulfil customer service objectives.
- Procedures to resolve customer difficulties and complaints are actioned.
- Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards.
- Evaluate and report on customer service.
- Customer satisfaction with service delivery is reviewed using verifiable data.
- Changes necessary to maintain service standards are identified, and actions are implemented according to organisational procedures.
- Conclusions and recommendations are prepared from verifiable data and constructive advice is provided on future directions of customer service strategies.
- Systems, records and reporting procedures are maintained to compare changes in customer satisfaction.