Elements and Performance Criteria
- Establish effective communication with customers
- Identify and assess the needs and expectations of different customers
- Individual customer needs and expectations are identified so that appropriate products and services may be provided
- Customers with special needs are identified and appropriate attention is given to ensure that their requirements are satisfied
- Limitations to service provision are identified, communicated to customers, and checked for understanding
- Provide the identified customer requirement
- All needs and reasonable requests of customers are met in a consistent and timely manner
- Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore goodwill
- Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction
- Opportunities to enhance the quality of service are taken whenever possible
- Information regarding both anticipated and unanticipated problems and delays is promptly communicated to customers