Elements and Performance Criteria
- Identify client needs and service preferences.
- Review workplace policies and procedures to ensure compliance with legal rights and responsibilities when providing services to a range of clients.
- Use interpersonal techniques to discuss and clarify client service preferences, needs and expectations.
- Provide client with information about security services and systems to meet their specific needs, and assist client to select preferred option.
- Recognise personal limitations that may impede the provision of required client services and seek assistance from relevant persons.
- Deliver quality client service.
- Review and follow work instructions to provide client services.
- Identify client’s special requirements and adjust service to meet their needs.
- Anticipate service problems or delays and promptly implement contingency arrangements to maintain client satisfaction.
- Maintain communication with client and monitor service provision to provide up-to-date information and respond to changing circumstances.
- Use negotiation to resolve conflict and client complaints, and report issues to relevant persons.
- Review and improve client service.
- Seek regular feedback from clients to ascertain their satisfaction with service provision using interview and survey techniques.
- Analyse client feedback in consultation with relevant persons and identify improvements to future service provision.
- Record and implement agreed improvements to client service procedures.
- Securely maintain client records according to legislative and workplace requirements.