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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Address client needs and expectations.
   • Recognise and confirm client preferences, needs and expectations.
   • Source and provide relevant information about programs, services and facilities to match client requirements.
   • Meet all reasonable client needs and requests in a timely and professional manner.
   • Encourage clients to ask questions and address these as required.
2. Provide quality service experience.
   • Organise, confirm and record appointments for clients to their satisfaction.
   • Provide professional and personalised service to ensure a quality experience for clients.
   • Anticipate client preferences, needs and expectations throughout the provision of services.
   • Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required.
   • Promote repeat business to clients by offering continued service or offers of alternatives.
   • Maintain records of client service provided.
3. Resolve customer complaints.
   • Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue.
   • Respond to client complaints professionally and refer to appropriate personnel as required.
   • Discuss unresolved concerns with client and prepare plan of action if appropriate.
4. Address client needs and expectations.
   • Recognise and confirm client preferences, needs and expectations.
   • Source and provide relevant information about programs, services and facilities to match client requirements.
   • Meet all reasonable client needs and requests in a timely and professional manner.
   • Encourage clients to ask questions and address these as required.
5. Provide quality service experience.
   • Organise, confirm and record appointments for clients to their satisfaction.
   • Provide professional and personalised service to ensure a quality experience for clients.
   • Anticipate client preferences, needs and expectations throughout the provision of services.
   • Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required.
   • Promote repeat business to clients by offering continued service or offers of alternatives.
   • Maintain records of client service provided.
6. Resolve customer complaints.
   • Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue.
   • Respond to client complaints professionally and refer to appropriate personnel as required.
   • Discuss unresolved concerns with client and prepare plan of action if appropriate.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide programs and services to clients with varying needs and expectations over at least three service periods ensuring that:

services match client needs and expectations

personal presentation standards meet organisational standards

client appointment times are organised and confirmed

service is provided in a timely manner

client confidentiality and privacy is maintained

complaints are resolved or referred as required

interact with clients in a polite and courteous manner using appropriate communication strategies and organisational channels to provide relevant information.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

relevant legislation related to customer service:

consumer law

equal opportunity

work health and safety/occupational health and safety

promotions

organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:

communication protocols

complaint procedures

customer service procedures

reporting procedures

personal presentation

privacy

record keeping procedures

communication mediums required to provide service to clients and colleagues

conflict resolution strategies

awareness of customs and practices of various social and cultural groups within Australia, to assist with meeting client needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language, e.g. body gestures,

formality of language

clothing

services and products within the organisation that may be suited to particular clients

principles and benefits of enhanced customer service experiences and positive communication.

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