Elements and Performance Criteria
- Identify client needs.
- Client preferences, needs and expectations are clarified using appropriate interpersonal techniques.
- Clients are provided with information about available security services and systems to meet their needs and assisted in the selection of preferred options.
- Rights and responsibilities of clients and organisation are identified and negotiated in accordance with legislative and organisational requirements.
- Personal limitations in identifying client needs are recognised and assistance sought as required from relevant persons.
- Deliver a service to clients.
- Effective client service is provided in accordance with assignment instructions, organisational and legislative requirements.
- Special requirements of clients are identified and service adjusted to meet needs.
- Information regarding problems or delays is promptly communicated to client and contingency plan implemented.
- Client complaints are resolved with professionalism and courtesy and details reported according to organisational procedures.
- Review client service.
- Client satisfaction is regularly reviewed using verifiable evidence in accordance with legislative requirements.
- Client feedback is analysed in consultation with relevant persons to identify improvements to service provision.
- Improvements to client service are implemented and security services continually monitored according to legislative requirements.
- Client records and confidentiality are maintained in accordance with organisational procedures and legislative requirements.