Elements and Performance Criteria
- Determine customer needs
- Customers are identified in accordance with business goals and shared objectives
- Appropriate questioning and active listening are used to fully determine customer needs
- Customer needs are assessed for urgency to identify priorities for service delivery
- Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options
- Personal limitations in addressing customer needs are identified and assistance is sought from designated persons as required
- Deliver service to customers
- Communication is undertaken with customers in a clear, concise and courteous manner
- Hazards are identified, risks are assessed and control measures are implemented
- Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives
- Information and follow-up regarding problems and delays are provided within appropriate timeframes
- Opportunities to enhance the quality of service are identified and acted upon
- Convey customer need within the organisation
- Outcomes of customer service interactions are communicated to appropriate persons in the organisation
- Relevant documentation is confirmed, completed and processed
- Feedback mechanisms are used to ensure continuous improvement of customer service outcomes
- Hazards are identified, risks assessed and control measures implemented