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Elements and Performance Criteria

1. Identify client needs.
   • Establish rapport with clients.
   • Identify and confirm client needs, expectations and preferences.
   • Explain available services to client using appropriate communication strategies.
2. Recommend services.
   • Develop and maintain knowledge of client services.
   • Research and compare other relevant available services.
   • Match client needs to available services and respond to client queries and requests.
   • Identify gaps in service provision in relation to client needs.
   • Recommend alternative services when needs cannot be met.
3. Customise services.
   • Assist client to evaluate service options according to their needs.
   • Determine and prioritise preferred service option.
   • Identify potential areas of difficulty in client service delivery and take action to meet needs.
   • Develop customised solutions specific to customer requirements.
   • Negotiate and confirm solutions with client.
4. Confirm services.
   • Complete documentation as required according to organisational policies and procedures.
   • Refer client to appropriate personnel and follow up to ensure satisfaction with service provision.
5. Identify client needs.
   • Establish rapport with clients.
   • Identify and confirm client needs, expectations and preferences.
   • Explain available services to client using appropriate communication strategies.
6. Recommend services.
   • Develop and maintain knowledge of client services.
   • Research and compare other relevant available services.
   • Match client needs to available services and respond to client queries and requests.
   • Identify gaps in service provision in relation to client needs.
   • Recommend alternative services when needs cannot be met.
7. Customise services.
   • Assist client to evaluate service options according to their needs.
   • Determine and prioritise preferred service option.
   • Identify potential areas of difficulty in client service delivery and take action to meet needs.
   • Develop customised solutions specific to customer requirements.
   • Negotiate and confirm solutions with client.
8. Confirm services.
   • Complete documentation as required according to organisational policies and procedures.
   • Refer client to appropriate personnel and follow up to ensure satisfaction with service provision.

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 professional and personalised client services within commercial time constraints and designated response times that meet client expectations in relation to at least three of the following:

general assistance

special requests

fitness programs

recreational activities

aquatics based programs

sport based programs

communicate with customers from each of the following categories in providing a total client service experience:

different ages

different social and cultural backgrounds

special needs

negotiate with client to address any areas where clients are experiencing difficulties or concerns

customise services to the individual’s needs.

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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

detailed product knowledge to recommend customised solutions to meet client needs

services offered by other providers to make recommendations to clients when their needs cannot be met

principles and benefits of enhanced customer service experiences and positive communication

techniques to anticipate customer preferences, needs and expectations throughout the service experience

methods for enhancing service delivery in response to staff and customer feedback

conflict resolution strategies to enable safe and satisfactory delivery of client service and resolution of complaints

the specific industry sector:

professional service standards and protocols for service industry personnel

attitudes and attributes expected by the service industries to work with customers

different customer service needs and expectations

the particular organisation:

designated response times for providing service and resolving complaints

customer service policies and procedures, including those for complaint handling

promotional services offered.

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