Elements and Performance Criteria
- Identify customer needs
- Useappropriate interpersonal skillsto accurately identify and clarifycustomer needs and expectations
- Assess customer needs for urgency to determine priorities for service delivery according toorganisational requirements
- Useeffective communicationto inform customers about available choices for meeting their needs and assist in the selection of preferred options
- Identify limitations in addressing customer needs and seek appropriate assistance fromdesignated individuals
- Deliver a service to customers
- Provide prompt service to customers to meet identified needs in accordance with organisational requirements
- Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
- Sensitively and courteously handlecustomer complaintsin accordance with organisational requirements
- Provide assistance or respond to customers withspecific needsaccording to organisational requirements
- Identify and use availableopportunitiesto promote and enhance services and products to customers
- Monitor and report on service delivery
- Regularly review customer satisfaction with service delivery usingverifiable evidenceaccording to organisational requirements
- Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements
- Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
- Regularly seek customer feedback and use to improve the provision of products and services
- Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery