Elements and Performance Criteria
- Establish positive relationship with clients.
- Relationship with client is established by using appropriate communication techniques to confirm needs and expectations.
- Communication with clients is conducted in a professional and courteous manner which reflects sensitivity to individual social and cultural differences.
- Professional conduct is maintained according to client and organisational requirements.
- Client confidentiality is maintained according to organisational and legislative requirements.
- Deliver service to clients.
- Effective client service is provided to meet required security services and assignment instructions.
- Conflict situations are identified and action taken to minimise impact on client satisfaction in consultation with relevant persons.
- Client is informed of all relevant security matters in a timely manner in accordance with agreed reporting instructions.
- Personal limitations in meeting client needs are identified and assistance sought as required from relevant persons.
- Respond to client complaints or special requirements.
- Special needs or requirements of client are identified and service adjusted to meet needs.
- Possible causes of client dissatisfaction are identified using appropriate communication skills.
- Client complaints are resolved with professionalism and courtesy with assistance from relevant persons sought as required.
- Unresolved complaints or client dissatisfaction are reported in accordance to organisational requirements.