Google Links

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

Elements and Performance Criteria

  1. Identify and assess customer needs and expectations
  2. Individual customer needs and expectations are correctly identified, and products and services appropriate to identified needs and expectations are provided
  3. Deliver high quality service
  4. Trust, goodwill and satisfaction are developed through effective communication strategies
  5. Customer requests are met whenever possible and within reasonable limits
  6. Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds
  7. Customer dissatisfaction is recognised and appropriate action taken to resolve the problem
  8. Potential problems are anticipated and action taken to minimise the effect on customer satisfaction
  9. Opportunities to enhance the delivery of quality customer service are identified and actions, such as offers of assistance, building rapport, and intuitive identification of unstated customer needs, are implemented
  10. Appropriate non-verbal communication is used to deliver quality service outcomes
  11. Deal with difficult customer situations
  12. Nature and details of customer complaints are established and agreed on
  13. Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own responsibility
  14. Unresolved customer complaints are referred to a higher authority
  15. All associated documentation is accurately and legibly completed in accordance with workplace procedures