Elements and Performance Criteria
- Plan to meet internal and external customer requirements
- Ensure delivery of quality service
- Individual/team performance consistently meets quality, safety, resource and delivery standards
- Coaching and mentoring assists colleagues overcome difficulty in meeting customer service standards
- Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards
- Monitor, adjust and report customer service
- Company's systems are used to monitor progress in achieving product/service targets and standards
- Customer feedback is sought and used to improve the provision of products/services
- Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups
- Adjustments/recommendations (as required) are made to products/services
- Those who have a role in products/services planning and delivery are informed of changes
- Records, reports and recommendations are managed within the company's systems and processes