Elements and Performance Criteria
- Identify clients and establish positive relationships.
- Identify security clients and their individual service requirements.
- Read workplace instructions, procedures and policies and apply to work tasks to meet client service standards to ensure compliance with legal rights and responsibilities.
- Check personal presentation to ensure it complies with workplace standards for appearance.
- Use communication and interpersonal techniques to establish client trust and respect in a manner that accounts for individual social and cultural differences.
- Provide services to meet client needs and maintain client satisfaction.
- Confirm security service needs with client and maintain confidentiality and professional conduct.
- Select and explain service options to meet client needs in accordance with work instructions.
- Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction.
- Seek assistance from relevant persons to meet client needs where personal limitations are identified.
- Provide security services to meet client needs, and report outcomes to the client in a timely manner.
- Respond to client complaints and special requirements to improve service provision.
- Identify client special needs or requirements and adjust service to meet needs.
- Seek feedback to ascertain possible causes of client dissatisfaction.
- Resolve client complaints with professionalism and courtesy, and develop ideas to improve future service provision.
- Report unresolved complaints or client dissatisfaction to relevant persons following workplace procedures.