Elements and Performance Criteria
- Identify customer needs and expectations.
- Customer preferences, needs and expectations are identified and clarified.
- Customer special requirements are identified and where appropriate referred to specialist staff in the organisation.
- Communication techniques appropriate to relationship and purpose of interaction are used.
- Limitations in identifying customer preferences, needs and expectations are identified, and advice is sought from required people.
- Respond to identified customer needs and expectations.
- Product and service knowledge is applied to provide assistance to customers consistent with scope of own work role and responsibilities, organisational policies, and legislative requirements.
- Customer is provided with options and alternatives where appropriate.
- Features and benefits of relevant products and services are explained to customers.
- Information on special promotions for products and services is provided to customer.
- Feedback is sought from customer whether needs and, where practical, expectations have been satisfied.