1.Describe how you identify customers' needs when delivering a service to them. You should explain how you:

• Use your interpersonal skills to identify and clarify customers' needs
• Assess customers' needs for urgency and determine priorities
• Inform customers about the available choices for meeting their needs
• Identify limitations in meeting customers' needs and seek assistance where necessary

None

Satisfactory

Not Satisfactory

Assessors Comments

(If required)

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2.Describe how you deliver a service to customers. You should explain how you:

• Provide prompt service which meets organisational and legislative requirements
• Establish and maintain rapport with customers
• Handle customer complaints sensitively and courteously
• Provide assistance to or respond to customers with specific needs
• Identify and use opportunities to promote and enhance services and products to customers

None

Satisfactory

Not Satisfactory

Assessors Comments

(If required)

-

3.Describe how you monitor and report on service delivery.

You should explain how you:

• Review customer satisfaction with service delivery using verifiable evidence
• Identify opportunities to enhance the quality of service and products, and pursue these
• Monitor procedural aspects of service delivery for effectiveness and suitability
• Seek customer feedback and use this to improve service/product provision
• Report and make recommendations on critical aspects of service delivery clearly and with detail.