Elements and Performance Criteria
- Develop knowledge of client services.
- Identify client needs.
- Recommend services.
- Evaluate services according to client needs and respond to client queries and requests according to organisational policies and procedures.
- Identify gaps in service provision in relation to client needs.
- Recommend services to match client needs, including alternative services when clients' needs cannot be met.
- Customise services to satisfy client needs.
- Assist client to evaluate service options according to their needs.
- Determine and prioritise preferred action.
- Identify potential areas of difficulty in client service delivery and take action to meet needs according to organisational policies and procedures and relevant legislation.
- Develop customised solutions specific to customer requirements.
- Negotiate and confirm solutions with the client according to organisational policies and procedures and relevant legislation.
- Confirm services.