Elements and Performance Criteria
- Advise on customer service needs
- Clarify and accurately assesscustomer needsusing appropriatecommunication techniques
- Diagnose problems matching service delivery tocustomersand develop options for improved service withinorganisational requirements
- Provide relevant and constructive advice to promote the improvement of customer service delivery
- Usebusiness technologyand/oronline servicesto structure and present information on customer service needs
- Support implementation of customer service strategies
- Ensure customer service strategies and opportunities are promoted todesignated individuals and groups
- Identify and allocate available budget resources to fulfil customer service objectives
- Promptly actionprocedures to resolve customer difficultiesandcomplaintswithin organisational requirements
- Ensure that decisions to implementstrategiesare taken in consultation with designated individuals and groups
- Evaluate and report on customer service
- Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
- Identify and report changes necessary to maintain service standards to designated individuals and groups
- Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
- Maintain systems, records and reporting procedures to compare changes in customer satisfaction