Elements and Performance Criteria
- Plan to meet internal and external customer requirements
- Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services
- Provision is made in plans to achieve the quality, time and costs specifications agreed with customers
- Ensure delivery of quality service
- Quality, safety, resource and delivery standards are consistently met through individual/team performance
- Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards
- Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards
- Monitor, adjust and report customer service
- Organisational systems are used to monitor progress in achieving product/service targets and standards
- Customer feedback is sought and used to improve the provision of products/services
- Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups
- Adjustments/recommendations are made to products/services as required
- Those who have a role in product/service planning and delivery are informed of changes
- Records, reports and recommendations are managed in accordance with organisational systems and processes