Standard set
Vocational Training
Standards
Showing 16 of 16 standards.
1
Element
Address client needs and expectations.
2
Element
Provide quality service experience.
3
Element
Resolve customer complaints.
1.1
Performance Criteria
Recognise and confirm client preferences, needs and expectations.
1.2
Performance Criteria
Source and provide relevant information about programs, services and facilities to match client requirements.
1.3
Performance Criteria
Meet all reasonable client needs and requests in a timely and professional manner.
1.4
Performance Criteria
Encourage clients to ask questions and address these as required.
2.1
Performance Criteria
Organise, confirm and record appointments for clients to their satisfaction.
2.2
Performance Criteria
Provide professional and personalised service to ensure a quality experience for clients.
2.3
Performance Criteria
Anticipate client preferences, needs and expectations throughout the provision of services.
2.4
Performance Criteria
Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required.
2.5
Performance Criteria
Promote repeat business to clients by offering continued service or offers of alternatives.
2.6
Performance Criteria
Maintain records of client service provided.
3.1
Performance Criteria
Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue.
3.2
Performance Criteria
Respond to client complaints professionally and refer to appropriate personnel as required.
3.3
Performance Criteria
Discuss unresolved concerns with client and prepare plan of action if appropriate.
Framework metadata
- Source document
- SISXCCS001 - Provide quality service (2016)
- License
- CC BY 3.0 US